About ZOCA

ZOCA is an Accel-backed, AI-powered marketing platform helping salons, spas, and wellness
studios grow their business. We're scaling quick in North America and looking for a Customer
Success leader who has done this before someone who's built and scaled a CS function
through a 10x growth journey and knows what breaks (and what to build) along the way.

The Role

We're hiring our Head of Customer Success for North America. You'll own the entire post-sale customer journey onboarding,adoption, retention, expansion, and advocacy for our North American customer base. You'll work directly with our founders to define what world-class CS looks like for ZOCA and build the team, systems, and playbooks to get us there.
This isn't a maintain-the-status-quo role. We need someone who's scaled a CS org from a
handful of accounts to hundreds (or thousands), who's comfortable being hands-on in the early
days while designing for scale, and who thinks like an owner.

What You'll Do

● Own the North America CS charter end-to-end onboarding, adoption, retention,
renewals,



and expansion revenue (NRR/GRR)
● Build the team from the ground up define the org structure, hire and coach a
high-performing CS team as we scale
● Design scalable playbooks and processes for onboarding, QBRs, health scoring, and
escalation management that can support 10x growth without 10x headcount
● Reduce churn and drive expansion by deeply understanding salon/spa/wellness
studio owner pain points and translating them into proactive success strategies
● Partner cross-functionally with Product, Sales, and Marketing to close the loop on
customer feedback and drive product-led growth
● Own and report on key CS metrics NRR, churn, NPS/CSAT, time-to-value — to
founders and the board
● Be the voice of the North American customer inside ZOCA, shaping roadmap and
GTM decisions

What We're Looking For

● 8+ years in Customer Success, with at least 3+ years in a leadership role scaling a CS
function at a high-gro

📌 Head of Customer Success — North America (Bengaluru)
🏢 ZOCAAI Technologies
📍 Bengaluru