Principal Customer Success Manager $100,000 USD/year Pay is set based on global value, not the local market.
Most roles = hourly rate x 40 hrs x 50 weeks
Not accepting applications on crossover.com at this time.
Description
Most customer success teams remain locked in reactive cycles. Research shows 70% of CS capacity is consumed by manual reporting and last-minute problem resolution—low-impact activities that fail to influence retention or expand revenue. Even with AI proliferating across industries, the majority of organizations still rely on guesswork to assess customer health, respond to churn indicators too late, and depend on routine touchpoints to generate renewals or growth.
Zax operates differently. Our customer success framework delegates repetitive work to AI—identifying adoption shortfalls, flagging churn risk, projecting renewal outcomes, and recognizing expansion potential. This architecture allows you to concentrate on high-leverage activities: designing precise, data-informed success strategies, leading executive-level dialogue, and driving measurable growth. You will function as the leading edge of a system that positions AI as your strategic partner in every customer interaction.
This is not a conventional CS position. You will not manage a hundred accounts simultaneously or dispatch routine messages in the hope of engagement. Instead, you will oversee a curated set of high-value customers and leverage AI-generated insights to facilitate C-suite strategy discussions, execute predictive churn mitigation, and orchestrate expansion initiatives grounded in verifiable data. If you seek a role centered on transactional relationship management or performative quarterly reviews, this opportunity is not aligned. We are looking for a leader who operates with analytical rigor and is prepared to challenge for measurable value.
You will join a function that resembles a strategic growth unit more than a support operation. Success will be evaluated by tangible results: retention rates, expansion metrics, and customer advocacy. If your objective is to advance your expertise, collaborate with AI platforms reshaping the profession, and work at the nexus of data, strategy, and executive influence, we invite your application.
What you will be doing
- Conducting strategic engagements with senior decision-makers to ensure Zax's offerings are synchronized with their organizational objectives and key priorities
- Recognizing and capitalizing on upsell and cross-sell avenues to directly enhance account revenue and extend customer lifetime value
- Leveraging AI-derived intelligence to design and deploy evidence-based customer success frameworks that accelerate retention, adoption, and revenue expansion
What you will NOT be doing
- Acquiring new customers
- Handling technical support tickets
- Product development
Key responsibilities
- Drive customer retention, engagement, and revenue growth by applying AI to anticipate customer requirements, tailor interactions, and identify upselling opportunities proactively
Candidate requirements
- At least 5 years of customer success experience in the B2B software industry
- Previous experience working with GenAI tools (e.g., ChatGPT, Claude, Gemini)
You will be working for
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