The posting
We are seeking an exceptional Customer Success Manager to join our Global Scaled and Digital Customer Success Team. This is a pooled, lifecycle-focused Customer Success role designed to scale value delivery, accelerate adoption, and protect revenue through a digital-first and hybrid engagement model. You will deliver consistent, proactive, and scalable engagement tied to achieving customer outcomes that protect and grow the base through onboarding, adoption, and renewal readiness of key Zoom solutions.
Zoom Video Communications is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
- Work Where You Work Best: Thrive in a fully remote environment from your own home office.
- Protect Your Loved Ones: Access comprehensive, top-tier healthcare coverage for you and your dependents.
- Prioritize Your Peace: Take advantage of extensive mental well-being programs designed for you and your family.
- Unplug and Explore: Enjoy a highly competitive vacation policy that gives you the time you need to disconnect.
- Belong From Day One: Step into a workplace culture deeply rooted in empathy, diversity, and genuine inclusion.
Customer Engagement & Value Realization
- Serve as the customer's trusted advisor based on assigned lifecycle guiding adoption through scalable 1:1 and 1:many engagements.
- Drive activation, adoption, and product stickiness through customer education, digital programs, webinars, and targeted lifecycle motions.
- Support customers across a scaled book of business by combining data signals, playbooks, and structured outreach to influence customer outcomes at volume.
- Execute business reviews using data-driven templates to showcase value realization, highlight adoption progress, and align on success metrics with key stakeholders.
Risk, Growth & Health Monitoring
- Identify risk and opportunity signals using dashboards, product telemetry, and automated journeys.
- Execute proactive outreach to reduce churn risk, accelerate adoption, and create pathways for expansion in partnership with Sales and Renewals.
- Develop and implement risk mitigation strategies to address customer concerns and prevent escalation.
- Deliver clear customer health insights and recommend optimization strategies aligned with business goals.
Cross-Functional Collaboration
- Partner closely with Customer Success Managers, Renewals, Specialists, Support, Product, and Sales to ensure a cohesive customer experience.
- Provide customer trend insights and data-driven feedback to internal stakeholders to influence product direction, digital programs, and scaled CS strategy.
Customer Reporting & Insights
- Synthesize account-level and segment-level insights into digestible reports highlighting progress, adoption blockers, and actionable recommendations.
- Support continuous improvement of digital journeys, customer-facing content, and scalable adoption programs.
- 3+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role—preferably within cloud, unified communications, collaboration technologies, or contact center solutions.
- Experience working in a scaled or digital CS environment is a strong advantage.
- Demonstrated ability to manage a broad portfolio of accounts using data-driven prioritization, segmentation, and scalable engagement strategies.
- Strong presentation and communication skills, capable of facilitating training sessions, webinars, and customer workshops.
- Experience with Salesforce, Gainsight, or similar CRM/CS platforms.
- Strong understanding of SaaS adoption frameworks, customer lifecycle management, and digital-touch engagement models.
- Ability to simplify complex workflows and articulate product value to both technical and non-technical stakeholders.
- Availability and willingness to work EMEA business hours.
- Highly organized with strong time management, prioritization skills, and a proactive, positive attitude.
- Additional relevant knowledge or experience related to the above requirements will be considered an advantage.
