DirectorofCustomerSuccess

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