Head of CX

*This role is in-office in Lehi, UT. Do not apply if you are not willing to work in person in Lehi, UT

TLDR

• Own every customer outcome after the sale at a fast-growing, YC-backed startup
• Player-coach: you'll run CSMs, support, and onboarding while owning a book of customers
• Report directly to the CEO
• Base salary, a quarterly bonus tied to CX team NRR, and early employee equity

What is Zaymo?

Zaymo builds the tools AI agents use to do marketing for the largest ecommerce brands in the world. About 500 brands use us, including Grüns, Harry's, AG1, and Liquid I.V. (Unilever).

Our wedge is interactive email (emails that work like websites). Now we're building agents that run a brand's entire retention program: auditing, creating on-brand campaigns, QA, and running hundreds of profit-optimized experiments.

Zaymo is backed by investors like Y Combinator, the co-founder of YouTube, and others.

Why Zaymo

• 🚀 Rapid growth: $5M ARR and on track to reach $20M next year
• 💰 Efficient: raised ~$2M and consistently cash-flow positive
• 🛠️ Excellent team: Ex. Harvard, Cornell, NASA, Route, Weave (YC W14), and Levo (YC S22)
• ⚖️ Great risk-reward profile: early enough to ride a lot of growth but late enough that there is repeatable success and lots of momentum

What does the role look like?

You'll be the first person to own the entire post-sale customer experience at Zaymo. Today that's 3 CSMs, a support lead, and an onboarding manager covering 500+ customers.

Next 6 months

• Get NRR above 100% and keep it there
• Set quarterly goals for everyone in CX and hold the team to them
• Find the biggest leak in the customer journey each quarter and fix it
• Make the handoff from sales to CX clean
• Bring product a ranked list of what's costing us revenue

What you own

• NRR across all of our software customers
• Your own book of customers (smaller than a full CSM book, with the same mix of small, medium, and large accounts)
• Goals and comp plans for the CX team
• How CX works with sales and product

What do you look like?

• You've owned an NRR number and moved it
• You've led a CS or CX team, and you still like being close to customers
• You build systems
• You're strong with data
• Ecommerce or martech experience is a big plus

Compensation

• Three parts: base salary, a bonus, and early employee equity
• The bonus is tied to CX team NRR and pays out quarterly
• Variable is a big share of pay. A breakout quarter pays well above target
• We'll share exact numbers on the first call

Benefits

• 100% health insurance for employee + family
• Lunch catered every day
• Monthly ecommerce shopping budget
• More on benefits and working at Zaymo on Working at Zaymo

Stages of interviews

1. Screening call
2. In-person interview
3. In-person case study: next quarter's goals for a CX team and your top 3 bets to raise NRR

Questions? Reach out to careers[at]zaymo.com

Interview Process

1. Screening call
2. In-person interview
3. In-person case study: next quarter's goals for a CX team and your top 3 bets to raise NRR