Customer Success Director

$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 function still stuck in reactive mode? Research shows that 70% of CS capacity is consumed by firefighting issues, manual reporting, and late-stage churn response—activities that deliver minimal retention or revenue impact. Even with AI tools widely available, most organizations continue to rely on guesswork for customer health scoring, respond to attrition signals after the fact, and depend on generic touchpoints to generate renewals or growth.

At Zax, we've engineered a fundamentally different approach. Our customer success framework uses AI to handle operational tasks—identifying adoption shortfalls, flagging churn indicators, projecting renewal likelihood, and detecting expansion potential. This architecture allows you to focus on high-impact work: building rigorous, AI-informed success strategies, leading executive dialogues, and executing growth initiatives. You will operate at the leading edge of a model that integrates AI as an operational partner in every customer engagement.

This role diverges from conventional CS positions. You will not be managing an overwhelming account load or distributing generic outreach in the hope of engagement. Instead, you will oversee a curated portfolio of strategic accounts and leverage AI-driven intelligence to facilitate C-suite planning sessions, preemptive churn mitigation, and precision-timed expansion campaigns grounded in quantitative 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 drives measurable value.

You will join a function that operates as a strategic growth lever rather than a reactive service layer. Success will be evaluated against tangible business outcomes: retention rates, expansion revenue, and customer advocacy. If your goal is to advance your expertise, engage deeply with AI platforms that are transforming the profession, and work at the nexus of data strategy and executive influence, we encourage you to apply.