Director of Customer Success

IMPORTANT: Please be aware, scammers may try to impersonate Zello by reaching out regarding job opportunities. We will never ask you for bank account information, checks, or other sensitive information as part of our hiring process. All correspondence will come from the zello.com email domain. If you’re unsure, please email [email protected] with questions. About Zello Zello is a voice-first communication platform, powered by our industry-leading push-to-talk technology, to improve collaboration and productivity for desk-less workers. With over 175+ million users, we’re the #1 rated push-to-talk app in the world, delivering 9 billion (yes, with a B) messages a month. At Zello, our company values are at the heart of what we do everyday. We’re proud to serve the frontline, we’re privileged to connect people in times of crisis across the globe, and we’re honored to support first responders. And this is where you come in. We're hiring a Director of Customer Success to build an AI-native CS function that compounds NRR, turning every strategic account into a multi-year, expanding partnership. This role reports to the CRO and owns the renewal, expansion, and strategic account motion for our enterprise customer base. After a successful first year, you will Have hit our FY27 NRR target by establishing a renewal and expansion forecasting model with under 10% variance from actuals. Have shipped an AI-first operating model with at least three CS workflows (account planning, renewal risk scoring, QBR prep) running with AI in the loop, freeing material team capacity. Have ensured the top 20 strategic accounts have living account plans with documented expansion pipeline, owned by named CSMs. Have scaled the team from 5 to 6+ without quality drop — hiring, onboarding, and raising performance standards. Have launched a customer health system that flags renewal risk 90+ days before contract end, integrated with the broader data stack. What you'll do Own the NRR number end-to-end across renewals, expansion, and at-risk save motions. Lead and develop a team of 5–6+ CSMs and Account Managers, with active player-coach involvement in the largest strategic accounts. Design and implement AI-driven workflows that reshape how CS operates — not just bolt AI onto existing process. Partner closely with Sales on expansion deals, Product on feedback loops, and Marketing on customer storytelling. Build the customer health and forecasting systems that give leadership a 90-day forward view of renewal risk. Run executive QBRs with our largest accounts and lead at-risk save plays personally. Establish the operating cadences (account reviews, forecast calls, save plans) that scale with the team. Who you are You've personally owned a multi-million-dollar renewal and expansion number and can talk forecasting, churn signals, and expansion motion with detail. You've reshaped a Customer Success function with AI or automation — not adopted tools, but rebuilt the workflow. You lead from the front: you're still active on the biggest accounts while raising the bar across your team. You're credible with VP+ enterprise stakeholders and can save a renewal personally when it matters. You operate fluidly across Sales, Product, and Marketing, reducing friction for everyone you partner with. You see customer outcomes as personal accountability — you chase the why behind every churn, and you don't sandbag the forecast. You can articulate what AI-native Customer Success looks like — to your team, to customers, and to the board. You're Austin-based or open to relocating to Austin. This Role Is Not A pure individual contributor role — you'll be managing and developing a team. A steward role — we're not looking for someone to operate the existing playbook; we're hiring you to rebuild it. An exclusively renewal- or exclusively expansion-focused role — you own both. A role where AI is treated as a buzzword — we expect concrete reshaping of how CS operates. We hire for potential, passion for our mission, and a knack for solving difficult problems over checking every qualification box. We have competitive pay, equity with significant upside, and intentionally design our benefits to encourage healthy and well-balanced employees, flexible schedules and time off. We even offer a sabbatical after every five years of service so you’re able to pursue and enjoy what matters most to you. And of course, we wouldn’t be a technology company without a ping-pong table and free snacks in our break room. Join us! Zello provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All Zello personnel are required to comply with defined security, privacy, and compliance requirements applicable to their role along with requirements that are applicable to all Zello personnel.