Lead responsible for commercial success and market health of Zoox's service in launch cities. Driving growth, profitability, and navigating regulatory hurdles for sustained financial performance.
About the role
- Lead, mentor, and scale a high-performing Strategic CS team aligned to retention and expansion goals.
- Own strategies to reduce churn, drive upsell/cross-sell, and maximize lifetime value within $500k–$1.5M ARR accounts.
- Design and execute best practices for onboarding, adoption, engagement, and renewal across complex multi-brand portfolios.
- Build scalable playbooks and leverage platforms (HubSpot, Salesloft, etc.) to improve efficiency and visibility.
- Analyze customer data to proactively identify risk, surface expansion opportunities, and forecast outcomes.
- Partner with Sales, Marketing, and Product to enhance the customer journey and deliver actionable insights.
- Develop programs that turn top customers into advocates, driving referrals, case studies, and testimonials.
- Own forecasting and reporting for retention, expansion, and churn; ensure alignment with company targets.
- Serve as a trusted advisor to C-level stakeholders, strengthening long-term strategic relationships.
Requirements
- 5+ years in Customer Success, Account Management, or Sales with 4+ years leading teams.
- Proven record of managing/expanding large SaaS accounts (>$20–50k ACV; $500k+ ARR portfolios a plus).
- Experience scaling CS/AM teams in a SaaS environment.
- Skilled in contract negotiations, renewals, and expansion strategies.
- Strong analytical and operational skills; highly data-driven. Experienced with HubSpot, Salesloft, and customer engagement platforms.
- Excellent leadership, coaching, and executive communication skills.
- Highly organized with strong time management; able to manage multiple priorities.
Benefits
- Competitive salary & equity package
- Hybrid work (4 days/week in our NYC office)
- Medical, dental, and vision benefits
- 401(k) plan
- Flexible PTO
- Opportunity to build at the ground floor of a fast-growing, mission-driven company
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