Senior Customer Success Manager

$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)

Is your customer success team still spending most of its time reacting to problems? Research shows that 70% of CS capacity is absorbed by reactive troubleshooting and manual reporting—low-impact activities that do little to improve retention or generate revenue. Even with AI becoming more accessible, many organizations continue to rely on guesswork when assessing customer health, detect churn risk too late, and depend on generic check-ins to secure renewals or drive expansion.

Zax takes a fundamentally different approach. We have designed a customer success operation in which AI handles the repetitive tasks—identifying adoption shortfalls, flagging churn indicators, projecting renewal outcomes, and recognizing upsell potential. This allows you to focus on high-leverage work: building precise, data-informed success strategies, managing executive-level relationships, and executing targeted growth initiatives. You will operate at the leading edge of a model that positions AI as a strategic partner in every customer engagement.

This is not a conventional CS position. You will not be managing 100 accounts or sending routine reminders in the hope of engagement. Instead, you will be responsible for a focused set of high-value clients and will use AI-generated insights to conduct C-suite strategy discussions, proactive churn mitigation, and well-calibrated expansion initiatives supported by rigorous data. If you are seeking a role centered on relationship maintenance or performative quarterly reviews, this role will not suit you. We are looking for someone who leads with rigor and is comfortable advocating for measurable value.

You will become part of a team that functions more like a strategic growth function than a reactive support organization. Your success will be evaluated on tangible business outcomes: retention rates, expansion revenue, and customer advocacy. If you want to advance your capabilities, work directly with AI systems that are redefining the profession, and operate where data, strategy, and executive influence converge, we encourage you to apply.