Zello
Director of Customer Success
Austin, Texas · Director
Sponsorship not specifiedDetected 54 days ago
ForecastingCustomer SuccessLeadershipCommunicationCollaboration
About the role
- IMPORTANT: Please be aware, scammers may try to impersonate Zello by reaching out regarding job opportunities.
- All correspondence will come from the zello.com email domain.
- If you're unsure, please email recruiting@zello.com with questions.
Responsibilities
- 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.
- Run executive QBRs with our largest accounts and lead at-risk save plays personally.
- You lead from the front: you're still active on the biggest accounts while raising the bar across your team.
- You operate fluidly across Sales, Product, and Marketing, reducing friction for everyone you partner with.
- A pure individual contributor role - you'll be managing and developing a team.
- An exclusively renewal- or exclusively expansion-focused role - you own both.
Requirements
- 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.
Benefits
- Have launched a customer health system that flags renewal risk 90+ days before contract end, integrated with the broader data stack.
- Build the customer health and forecasting systems that give leadership a 90-day forward view of renewal risk.
This listing is sourced directly from Zello's careers page and normalized into a canonical job model.