Director of Customer Success

About Zowie:

At Zowie, we're revolutionizing how businesses interact with their customers. We're creating a future where AI Agents handle 100% of customer interactions - delivering instant, personalized, and exceptional experiences.

We believe AI Agents represent the next major technological shift, and Zowie is positioned to lead the charge. Leading consumer brands like GetYourGuide, DocMorris, Monos, Monica Vinader, Decathlon, InPost already trust our AI Agents to be on the front line of their customer care efforts, handling millions of conversations monthly.

About the role:

Having found strong traction with our mid-market and enterprise customers and observing our Polish portfolio grow before our eyes, Zowie is now seeking an ambitious leader to join us in Warsaw and lead our Polish Customer Success team.

This is a perfect opportunity for a customer-obsessed, strategic operator who thrives on driving impactful results for high-value clients at the forefront of AI-powered CX. You'll take the reins of a growing portfolio, shape how we deliver success at scale, and build a team that partners deeply with some of the most recognizable brands in Poland.

If you're excited by the idea of blending relationship-building, data-driven decision-making, and operational excellence to maximize customer impact, we'd love to meet you.

What you'll do:

• Lead and develop the Team
  : Hire, mentor, and manage a team of top-tier Technical Account Managers (TAMs) and Account Managers (AMs) to build a culture of accountability, innovation, and customer obsession.
• Drive key metrics
  : Own and be measured on team-based metrics, including Net Revenue Retention (NRR), churn reduction, customer engagement, and revenue expansion.
• Optimize customer journeys
  : Partner with Sales, Marketing, and Product teams to design and refine customer onboarding, adoption, and expansion strategies tailored to the Polish market.
• Champion the Voice of the Customer
  : Proactively gather and share customer insights to influence product development and strategic initiatives.
• Leverage data and tools
  : Use AI and CRM tools (e.g., Salesforce, Gong) to identify at-risk accounts, mitigate churn, and uncover growth opportunities.

Ideally, you'll bring with you:

• Experience
  : 6+ years in customer success or account management roles (ideally in a SaaS environment).
• Leadership
  : Proven track record of managing teams with performance quotas tied to NRR (retention, customer adoption metrics, and ideally, expansion).
• Customer-centric mindset
  : Passionate about ensuring customers achieve their goals and driving measurable value.
• Adaptability
  : Comfortable navigating a fast-paced, dynamic environment, balancing high-level strategy with hands-on execution.
• Strategic relationship management:
  Exceptional ability to engage with enterprise customers, navigate complex stakeholder relationships, and drive consensus to achieve business objectives.
• Travel
  : Willingness to travel up to 10% of the time for customer meetings or team collaboration.

It'll be awesome if you have:

• AI product
  : Experience with AI-driven products/solutions.
• Market knowledge
  : Familiarity with the Polish landscape and customer success best practices in the region.

AI-native culture:

Our team embraces AI as a
fundamental
part of how we work - not just for speed, but for creativity, documentation, and scale. We're looking for someone who's excited to develop within this space and contribute to such culture by bringing ideas to the table, and continuously
evolving
their approach to leverage emerging tools.

We are:

• Ambitious and innovative. We never settle. We always look for better ways of doing things.
• Like a sports team. We take ownership of our work and believe in personal accountability. At the same time, we work together, support each other, and focus on winning as a team.
• Unafraid of change. The market we're in is changing rapidly and we thrive in this ever-evolving environment.
• Growing fast. You'll have a lot of autonomy and impact as we grow.