Zello
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. As a
Customer Success Manager
at
Zello , you will serve as a trusted advisor and strategic partner to a portfolio of our largest and most complex enterprise and mid-market customers. You will own the end-to-end customer journey, building strong relationships, driving adoption, ensuring ROI, and identifying opportunities for growth. This high-touch role is ideal for a relationship-focused CSM with a strong business acumen, exceptional communication skills, and a deep understanding of enterprise SaaS delivery. You will work closely with cross-functional teamsincluding Sales, Product, Marketing, and Supportto deliver a tailored, white-glove experience that aligns Zello's solutions to your customers' business goals. Your success will be measured by customer satisfaction, retention, expansion, and strategic impact. What You'll Do
Own and manage a portfolio of high-value
enterprise and mid-market accounts , cultivating deep and lasting relationships with executive stakeholders and key decision-makers. Lead
strategic business reviews (QBRs) , alignment workshops, and executive touchpoints to communicate ROI, share product updates, and align on long-term goals. Serve as the
primary point of contact and trusted advisor
throughout the customer lifecyclefrom onboarding and implementation to renewal and expansion. Drive product adoption and ongoing value realization by deeply understanding each customer's unique workflows, KPIs, and operational objectives. Drive
upsell and renewal opportunities , contributing directly to revenue growth. Develop and execute
tailored success plans
for each customer to align with their goals and track progress against measurable outcomes. Proactively manage customer health, identifying risks and taking timely action to mitigate churn. Advocate for your customers internally, influencing product development and roadmap decisions with customer insights and feedback. Guide and support implementation and technical onboarding, working closely with technical teams to ensure seamless deployments. Partner with Product Marketing to deliver customer education materials, including use-case-based training, best practices, and executive briefings. Who You Are
2+ years of experience
in a high-touch Customer Success or Account Management role, preferably supporting
enterprise customers in a SaaS environment . Demonstrated success building trusted relationships with
VP and C-level stakeholders
at Fortune 1000 or equivalent organizations. Strategic thinker with the ability to
translate business goals into actionable success plans
and influence customer decision-making. Excellent communicator with strong
presentation, negotiation, and facilitation skills . Proven ability to
navigate complex organizations , manage competing priorities, and drive consensus. Proficient in using
CSM and CRM tools
(e.g., HubSpot, Gainsight, Salesforce) and comfortable working with data and dashboards to inform decisions. A customer advocate who is passionate about
delivering exceptional customer experiences
and creating long-term value. Self-starter with a proactive mindset and a team-first attitude, thriving in a
fast-paced, collaborative environment . 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, from flexible work schedules to unlimited paid 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 in Austin 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. #LI-Hybrid
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. As a
Customer Success Manager
at
Zello , you will serve as a trusted advisor and strategic partner to a portfolio of our largest and most complex enterprise and mid-market customers. You will own the end-to-end customer journey, building strong relationships, driving adoption, ensuring ROI, and identifying opportunities for growth. This high-touch role is ideal for a relationship-focused CSM with a strong business acumen, exceptional communication skills, and a deep understanding of enterprise SaaS delivery. You will work closely with cross-functional teamsincluding Sales, Product, Marketing, and Supportto deliver a tailored, white-glove experience that aligns Zello's solutions to your customers' business goals. Your success will be measured by customer satisfaction, retention, expansion, and strategic impact. What You'll Do
Own and manage a portfolio of high-value
enterprise and mid-market accounts , cultivating deep and lasting relationships with executive stakeholders and key decision-makers. Lead
strategic business reviews (QBRs) , alignment workshops, and executive touchpoints to communicate ROI, share product updates, and align on long-term goals. Serve as the
primary point of contact and trusted advisor
throughout the customer lifecyclefrom onboarding and implementation to renewal and expansion. Drive product adoption and ongoing value realization by deeply understanding each customer's unique workflows, KPIs, and operational objectives. Drive
upsell and renewal opportunities , contributing directly to revenue growth. Develop and execute
tailored success plans
for each customer to align with their goals and track progress against measurable outcomes. Proactively manage customer health, identifying risks and taking timely action to mitigate churn. Advocate for your customers internally, influencing product development and roadmap decisions with customer insights and feedback. Guide and support implementation and technical onboarding, working closely with technical teams to ensure seamless deployments. Partner with Product Marketing to deliver customer education materials, including use-case-based training, best practices, and executive briefings. Who You Are
2+ years of experience
in a high-touch Customer Success or Account Management role, preferably supporting
enterprise customers in a SaaS environment . Demonstrated success building trusted relationships with
VP and C-level stakeholders
at Fortune 1000 or equivalent organizations. Strategic thinker with the ability to
translate business goals into actionable success plans
and influence customer decision-making. Excellent communicator with strong
presentation, negotiation, and facilitation skills . Proven ability to
navigate complex organizations , manage competing priorities, and drive consensus. Proficient in using
CSM and CRM tools
(e.g., HubSpot, Gainsight, Salesforce) and comfortable working with data and dashboards to inform decisions. A customer advocate who is passionate about
delivering exceptional customer experiences
and creating long-term value. Self-starter with a proactive mindset and a team-first attitude, thriving in a
fast-paced, collaborative environment . 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, from flexible work schedules to unlimited paid 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 in Austin 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. #LI-Hybrid