Director 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)

Are you frustrated by customer success teams stuck in reactive mode? Seventy percent of CS capacity is still consumed by firefighting issues and generating manual reports—low-impact activities that fail to influence retention or revenue meaningfully. Even with AI emerging across industries, most organizations continue to rely on guesswork for customer health assessments, respond to churn indicators after it's too late, and depend on generic touchpoints to produce renewals or account growth.

Zax operates differently. We have designed a customer success framework in which AI handles the operational burden—detecting usage gaps, flagging churn risk, projecting renewal likelihood, and identifying expansion openings. This allows you to concentrate on high-leverage activities: building rigorous, data-informed success strategies, leading executive-level dialogues, and driving strategic expansion. You will function at the forefront of a model that positions AI as your operational partner for every customer interaction.

This is not a conventional customer success position. You will not manage sprawling account lists or dispatch courtesy reminders in the hope of engagement. Instead, you will oversee a curated portfolio of strategic accounts and leverage AI-generated intelligence to conduct C-suite strategy sessions, execute predictive churn mitigation, and orchestrate expansion initiatives grounded in objective evidence. If you seek a role centered on relationship maintenance or performative business reviews, this is not the right fit. We are looking for a leader who operates with analytical rigor and is comfortable advocating for value delivery.

You will join a function that operates more as a strategic revenue driver than a reactive service desk. Your success will be evaluated against tangible metrics: retention rates, expansion revenue, and customer advocacy. If you are interested in advancing your capabilities, collaborating with AI systems transforming the profession, and working at the nexus of analytics, strategy, and executive engagement, we encourage you to apply.