Director of Client Success

$200,000 USD/year   ($100 USD/hour)

Is your customer success team stuck in reactive mode? Studies show 70% of CS resources are consumed by manual reporting and firefighting—activities that deliver minimal leverage and fail to meaningfully influence retention or revenue. Even as AI becomes mainstream, most organizations still rely on intuition for customer health scoring, address churn indicators too late, and depend on generic touchpoints to drive renewals and expansion.

At Zax, we've engineered a different approach. Our customer success framework delegates repetitive tasks to AI—identifying adoption shortfalls, flagging early churn risks, modeling renewal likelihood, and pinpointing upsell windows. This shift allows you to focus on high-impact activities: designing data-informed success strategies, leading executive conversations, and executing strategic growth initiatives. You'll operate at the forefront of a model where AI serves as an operational partner for every customer interaction.

This position diverges from conventional CS roles. You won't manage sprawling account lists or send routine check-ins with uncertain outcomes. Instead, you'll oversee a curated portfolio of high-value clients and leverage AI-generated intelligence to facilitate C-suite strategy discussions, preemptive churn mitigation, and precisely timed expansion initiatives grounded in quantifiable evidence. If you're seeking a role centered on passive relationship maintenance or performative quarterly reviews, this opportunity isn't suitable. We need someone who leads with analytical rigor and advocates confidently for measurable value.

You'll become part of a function that operates as a strategic growth driver rather than a reactive support channel. Success will be evaluated through concrete metrics: retention rates, expansion revenue, and customer advocacy. If you're motivated to advance your capabilities, collaborate closely with AI technologies transforming the profession, and work at the convergence of analytics, strategy, and executive engagement, we're interested in speaking with you.