Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Build an AI-native Customer Success function to compound NRR, transforming strategic accounts into multi-year, expanding partnerships. This role reports to the CRO and owns renewal, expansion, and strategic account motions for the enterprise customer base.

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 largest strategic accounts.
• Design and implement AI-driven workflows to reshape CS operations.
• Partner with Sales on expansion deals, Product on feedback loops, and Marketing on customer storytelling.
• Build customer health and forecasting systems for a 90-day forward view of renewal risk.
• Run executive QBRs with largest accounts and personally lead at-risk save plays.
• Establish operating cadences (account reviews, forecast calls, save plans) that scale with the team.
• Establish a renewal and expansion forecasting model with under 10% variance from actuals.
• Ship an AI-first operating model with at least three CS workflows (account planning, renewal risk scoring, QBR prep) running with AI.
• Ensure top 20 strategic accounts have living account plans with documented expansion pipeline, owned by named CSMs.
• Scale the team from 5 to 6+ without quality drop, including hiring, onboarding, and raising performance standards.
• Launch a customer health system that flags renewal risk 90+ days before contract end, integrated with the broader data stack.

Requirements

• Personally owned a multi-million-dollar renewal and expansion number.
• Proficient in forecasting, churn signals, and expansion motion.
• Reshaped a Customer Success function with AI or automation by rebuilding workflows.
• Leads from the front, active on biggest accounts while raising team standards.
• Credible with VP+ enterprise stakeholders and capable of personally saving renewals.
• Operates fluidly across Sales, Product, and Marketing, reducing friction.
• Views customer outcomes as personal accountability, investigating churn and providing accurate forecasts.
• Articulates what AI-native Customer Success looks like to team, customers, and the board.

Skills

• Forecasting
• Churn signal analysis
• Expansion motion
• AI/Automation implementation
• Customer Success transformation
• Leadership
• Stakeholder management
• Renewal negotiation
• Cross-functional collaboration
• Strategic communication

Location

• Austin-based or open to relocating to Austin

Experience Level

• Experience owning multi-million-dollar renewal and expansion numbers

Salary/Compensations

• Competitive pay
• Equity with significant upside

Benefits

• Benefits designed to encourage healthy and well-balanced employees
• Flexible schedules and time off
• Sabbatical after every five years of service
• Ping-pong table
• Free snacks in break room

About the Company

• Zello is a voice-first communication platform, powered by industry-leading push-to-talk technology.
• Improves collaboration and productivity for desk-less workers.
• Over 175+ million users, #1 rated push-to-talk app, delivering 9 billion messages a month.
• Company values are at the heart of what we do everyday.
• Proud to serve the frontline, privileged to connect people in times of crisis, honored to support first responders.

Equal Opportunity

• Zello provides equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment based on 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.