Most customer success teams remain locked in reactive cycles. Research shows 70% of CS capacity is consumed by manual reporting and last-minute problem resolution—low-impact activities that fail to influence retention or expand revenue. Even with AI proliferating across industries, the majority of organizations still rely on guesswork to assess customer health, respond to churn indicators too late, and depend on routine touchpoints to generate renewals or growth.
Zax operates differently. Our customer success framework delegates repetitive work to AI—identifying adoption shortfalls, flagging churn risk, projecting renewal outcomes, and recognizing expansion potential. This architecture allows you to concentrate on high-leverage activities: designing precise, data-informed success strategies, leading executive-level dialogue, and driving measurable growth. You will function as the leading edge of a system that positions AI as your strategic partner in every customer interaction.
This is not a conventional CS position. You will not manage a hundred accounts simultaneously or dispatch routine messages in the hope of engagement. Instead, you will oversee a curated set of high-value customers and leverage AI-generated insights to facilitate C-suite strategy discussions, execute predictive churn mitigation, and orchestrate expansion initiatives grounded in verifiable data. If you seek a role centered on transactional relationship management or performative quarterly reviews, this opportunity is not aligned. We are looking for a leader who operates with analytical rigor and is prepared to challenge for measurable value.
You will join a function that resembles a strategic growth unit more than a support operation. Success will be evaluated by tangible results: retention rates, expansion metrics, and customer advocacy. If your objective is to advance your expertise, collaborate with AI platforms reshaping the profession, and work at the nexus of data, strategy, and executive influence, we invite your application.
What You Will Be Doing
Conducting strategic engagements with senior decision-makers to ensure Zax's offerings are synchronized with their organizational objectives and key priorities.
Recognizing and capitalizing on upsell and cross-sell avenues to directly enhance account revenue and extend customer lifetime value.
Leveraging AI-derived intelligence to design and deploy evidence-based customer success frameworks that accelerate retention, adoption, and revenue expansion.
What You Won’t Be Doing
Acquiring new customers.
Handling technical support tickets.
Product development.
Principal Customer Success Manager Key Responsibilities
Drive customer retention, engagement, and revenue growth by applying AI to anticipate customer requirements, tailor interactions, and identify upselling opportunities proactively.
Basic Requirements
At least 5 years of customer success experience in the B2 B software industry.
Previous experience working with Gen AI tools (e.g., Chat GPT, Claude, Gemini).
About Zax
Some software companies are rocket ships. We acquire the rest and transform them with AI at the core.
There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!
Working with us
This is a full‑time (40 hours per week), long‑term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $50 USD/hour, which equates to $100,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic.
