Head of Customer Success

$200,000 USD/year ^{Pay is set based on global value, not the local market. Most roles = hourly rate x 40 hrs x 50 weeks}  ($100 USD/hour)

Is your customer success team still stuck reacting to problems instead of preventing them? Studies show that 70% of CS resources are consumed by reactive firefighting and manual report generation—low-impact activities that fail to deliver measurable retention or revenue outcomes. Even with AI available, most organizations continue to rely on guesswork for customer health assessment, respond to churn indicators too late, and depend on generic touchpoints to secure renewals and drive expansion.

Zax takes a fundamentally different approach. We've engineered a customer success operation in which AI handles the operational burden—identifying adoption shortfalls, detecting early churn signals, projecting renewal probabilities, and flagging expansion potential. This allows you to concentrate on high-leverage activities: designing data-driven success strategies, leading executive-level engagements, and executing growth initiatives. You'll function as the strategic lead in a framework that positions AI as an operational partner for every customer decision.

This is not a conventional CS position. You will not manage an excessive account load or distribute generic outreach hoping for engagement. You'll oversee a curated set of high-value accounts and leverage AI-generated intelligence to facilitate C-suite strategy dialogues, preemptive churn mitigation, and precisely timed expansion initiatives grounded in quantitative evidence. If you're seeking a role centered on routine relationship maintenance or performative business reviews, this is not the right fit. We need someone who leads with analytical rigor and is unafraid to advocate for measurable value.

You'll join a function that operates as a strategic revenue driver rather than a reactive support organization. Your success will be defined by tangible results: retention rates, expansion revenue, and customer advocacy. If you aim to advance your expertise, collaborate closely with AI technologies transforming the field, and work at the convergence of analytics, strategy, and executive influence, we encourage you to apply.