Customer Success Lead

$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}  ($50 USD/hour)

Most customer success teams are still operating reactively. Studies show that roughly 70% of CS effort goes toward firefighting problems and assembling reports by hand—low-impact activities that rarely influence retention or revenue outcomes. Even with AI becoming more accessible, the majority of organizations continue to rely on guesswork when assessing customer health, respond to churn warnings too late, and treat vague touchpoints as substitutes for strategic engagement.

Zax takes a fundamentally different approach. Our customer success framework delegates repetitive tasks to AI—identifying adoption shortfalls, flagging churn risks, projecting renewal likelihood, and highlighting expansion opportunities. This design allows you to focus on high-leverage activities: building precise, data-informed success strategies, leading executive-level dialogues, and executing growth initiatives with confidence. You will operate at the forefront of a model in which AI functions as a strategic partner for every customer interaction.

This position differs from conventional CS roles. You will not be managing dozens of accounts simultaneously or sending generic reminders that rarely generate action. Instead, you will oversee a select group of high-value clients and leverage AI-derived insights to facilitate C-suite strategy discussions, preemptive churn mitigation efforts, and timely expansion initiatives grounded in objective evidence. If you are seeking a role centered on relationship maintenance or performative quarterly reviews, this opportunity will not align with your expectations. We are looking for someone who leads with analytical rigor and is comfortable advocating for measurable value.

You will become part of a team that functions as a strategic growth driver rather than a reactive support function. Success will be evaluated based on tangible results: retention rates, expansion revenue, and customer advocacy. If you are interested in developing future-ready capabilities, collaborating closely with AI systems that are transforming the profession, and working at the convergence of data strategy and executive influence, we encourage you to apply.