Head of Client 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 in reactive mode? Roughly 70% of CS effort continues to go toward firefighting issues and generating manual reports—low-impact activities that don't meaningfully improve retention or drive revenue growth. Even with AI becoming more prevalent, most organizations remain reliant on guesswork for customer health tracking, catch churn risks too late, and depend on generic touchpoints in the hope they'll lead to renewals or expansions.

At Zax, we've taken a fundamentally different approach. Our customer success framework leverages AI to handle the repetitive work—identifying adoption shortfalls, flagging churn indicators, projecting renewal outcomes, and uncovering expansion potential. This allows you to focus on high-impact work: building precise, data-informed success strategies, facilitating executive-level dialogue, and executing strategic growth initiatives. You'll operate at the forefront of a system that positions AI as an enabler for every customer interaction.

This position departs from conventional CS roles. You won't manage hundreds of accounts or rely on generic outreach in hopes of engagement. Instead, you'll oversee a curated set of high-value clients and apply AI-driven intelligence to conduct C-suite strategy discussions, preemptive churn mitigation efforts, and precisely timed expansion initiatives grounded in objective data. If you're seeking a role centered on transactional relationship maintenance or performative business reviews, this opportunity isn't aligned with that expectation. We're looking for someone who leads with insight and is comfortable advocating for measurable value.

You'll become part of a function that operates as a strategic revenue driver rather than a reactive service layer. Your success will be evaluated on tangible business outcomes: retention rates, expansion revenue, and customer advocacy. If you're motivated to advance your expertise, collaborate closely with AI systems transforming the industry, and work at the convergence of analytics, strategy, and executive engagement, we encourage you to apply.