Customer Success Manager

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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.

About the Role

As a Customer Success Manager (Implementation) 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 teams—including Sales, Product, Marketing, and Support—to 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.

• Guide and support implementation and technical onboarding, working closely with technical teams to ensure seamless deployments.

• 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 lifecycle—from 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.

• 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.

• Experience managing full-cycle implementation at the enterprise level or equivalent.

• 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, flexible schedules and 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.

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.

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