Director of Customer Success

Zello • Austin, TX

1d • Onsite

About The Position

Zello is a voice-first communication platform, powered by industry-leading push-to-talk technology, designed to improve collaboration and productivity for desk-less workers. With over 175+ million users, Zello is the #1 rated push-to-talk app globally, delivering 9 billion messages monthly. The company values serving the frontline, connecting people in times of crisis, and supporting first responders. This role is for a Director of Customer Success to build an AI-native CS function that drives Net Revenue Retention (NRR), transforming strategic accounts into long-term, expanding partnerships. The position reports to the CRO and is responsible for renewals, expansion, and the strategic account management of Zello's enterprise customer base.

Requirements

• Personally owned a multi-million-dollar renewal and expansion number and can talk forecasting, churn signals, and expansion motion with detail.
• Reshaped a Customer Success function with AI or automation — not adopted tools, but rebuilt the workflow.
• Leads from the front: active on the biggest accounts while raising the bar across the team.
• Credible with VP+ enterprise stakeholders and can save a renewal personally when it matters.
• Operates fluidly across Sales, Product, and Marketing, reducing friction for partners.
• Sees customer outcomes as personal accountability — chases the why behind every churn, and does not sandbag the forecast.
• Can articulate what AI-native Customer Success looks like — to the team, to customers, and to the board.
• Austin-based or open to relocating to Austin.

Nice To Haves

• This Role Is Not a pure individual contributor role — you'll be managing and developing a team.
• A steward role — we're not looking for someone to operate the existing playbook; we're hiring you to rebuild it.
• An exclusively renewal- or exclusively expansion-focused role — you own both.
• A role where AI is treated as a buzzword — we expect concrete reshaping of how CS operates.

Responsibilities

• Own the NRR number end-to-end across renewals, expansion, and at-risk save motions.
• Lead and develop a team of 5–6+ CSMs and Account Managers, with active player-coach involvement in the largest strategic accounts.
• Design and implement AI-driven workflows that reshape how CS operates.
• Partner closely with Sales on expansion deals, Product on feedback loops, and Marketing on customer storytelling.
• Build the customer health and forecasting systems that give leadership a 90-day forward view of renewal risk.
• Run executive QBRs with our largest accounts and lead at-risk save plays personally.
• Establish the operating cadences (account reviews, forecast calls, save plans) that scale with the team.

Benefits

• Competitive pay
• Equity with significant upside
• Intentionally designed benefits to encourage healthy and well-balanced employees
• Flexible schedules
• Time off
• Sabbatical after every five years of service
• Ping-pong table
• Free snacks in our break room

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed