What are the responsibilities and job description for the Customer Success Manager position at Zello?
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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.
As a Customer Success Manager at Zello, you will own a large book of business and drive customer engagement, retention, and expansion through an at-scale approach. You will manage relationships with enterprise, mid-market, and SMB customers, ensuring they derive maximum value from Zello’s solutions. This role is ideal for a data-driven and tech-savvy CSM who thrives in a high-volume, digital-first engagement model and is passionate about scaling impact across a broad customer base.
What You’ll Do
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.
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 own a large book of business and drive customer engagement, retention, and expansion through an at-scale approach. You will manage relationships with enterprise, mid-market, and SMB customers, ensuring they derive maximum value from Zello’s solutions. This role is ideal for a data-driven and tech-savvy CSM who thrives in a high-volume, digital-first engagement model and is passionate about scaling impact across a broad customer base.
What You’ll Do
- Own and grow a large portfolio of enterprise, mid-market, and SMB accounts, leveraging automation, digital engagement, and self-service strategies to maximize impact at scale.
- Drive product adoption and value realization through automated campaigns, webinars, knowledge bases, and in-app guidance.
- Monitor customer health and engagement metrics, identifying opportunities for intervention and expansion.
- Develop scalable programs for onboarding, training, and ongoing education to ensure customers succeed without heavy 1:1 interaction.
- Implement data-driven segmentation to prioritize proactive outreach for high-value accounts while optimizing automation for lower-touch customers.
- Partner with marketing, product, and support teams to build self-service resources and continuously enhance the customer experience.
- Identify expansion and upsell opportunities to drive revenue growth within your customer base.
- Reduce churn and increase retention by proactively addressing risks through automated and human-led engagement strategies.
- Be the voice of the customer, advocating for product improvements based on customer feedback and engagement data.
- 2 years of experience in Customer Success, Account Management, or a related field. SaaS experience is required.
- Experience managing a high-volume customer portfolio with an emphasis on scalable engagement models.
- Strong understanding of customer lifecycle management, including onboarding, adoption, retention, and expansion.
- Proficiency in customer success platforms/CRM tools (HubSpot or equivalent).
- Ability to leverage automation and digital strategies to engage customers effectively.
- Analytical mindset with the ability to interpret customer data, engagement trends, and key success metrics.
- Exceptional communication skills, with experience delivering webinars, email campaigns, and self-service content.
- Comfortable working with cross-functional teams in a fast-paced, evolving 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.
