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 throughout their assigned lifecycle stage, guiding adoption through scalable 1:1, 1:few, and 1:many engagement models.
- 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.
- Facilitate business reviews using data-driven templates to showcase value realization, highlight adoption progress, and align on success metrics with key stakeholders.
- Deliver proactive, outcome-focused guidance that helps customers realize ROI and achieve their business objectives with Zoom solutions.
Risk Management, Growth & Health Monitoring
- Monitor and act on risk and opportunity signals using dashboards, product telemetry, health scores, and automated customer journeys.
- Execute proactive outreach to reduce churn risk, accelerate time-to-value, and create pathways for expansion in partnership with Sales and Renewals teams.
- Develop and implement risk mitigation strategies to address customer concerns, prevent escalation, and protect revenue.
- Deliver clear customer health insights and recommend optimization strategies aligned with business goals and renewal readiness.
- Identify expansion opportunities and collaborate with Sales to drive upsell and cross-sell motions based on customer usage patterns and business needs.
Cross-Functional Collaboration & Orchestration
- Partner closely with Customer Success Managers, Renewals Managers, Product Specialists, Support, Product teams, and Sales to ensure a seamless and cohesive customer experience.
- Provide customer trend insights and data-driven feedback to internal stakeholders to influence product roadmap, digital programs, and scaled CS strategy.
- Collaborate with the broader CS Advisor team to refine playbooks, share best practices, and continuously improve scaled engagement models.
- Act as a liaison between customers and internal teams to ensure customer feedback is captured and actioned appropriately.
Customer Reporting, Insights & Program Optimization
- Synthesize account-level and segment-level insights into digestible reports highlighting progress, adoption blockers, and actionable recommendations for stakeholders.
- Support continuous improvement of digital journeys, customer-facing content, and scalable adoption programs based on customer feedback and performance data.
- Contribute to the development and refinement of scaled CS motions, templates, and enablement materials that drive consistency and efficiency across the team.
- Track and report on key performance indicators (KPIs) including adoption rates, health scores, renewal rates, and customer satisfaction metrics.
- 3+ years of experience in Customer Success, Account Management, Sales, or a customer-facing SaaS role—preferably within cloud, unified communications, collaboration technologies, or contact center solutions.
- Experience working in scaled or digital CS environment a strong advantage.
- Strong presentation and communication skills, capable of facilitating trainings, driving discovery conversations, negotiating outcomes, and articulating value.
- Ability to simplify complex workflows and articulate product value to both technical and non-technical stakeholders.
- Proven track record of driving product adoption through structured onboarding, enablement programs, and customer education initiatives.
- Experience identifying and mitigating renewal risks through proactive engagement, health monitoring, and data-driven intervention strategies.
- Skilled in conducting meetings with key leaders and C-level executives that demonstrate ROI, align on outcomes, and build renewal confidence.
- Ability to leverage customer health metrics, usage data, and engagement signals to predict churn risk and drive timely action.
- Experience with Salesforce, Gainsight, or similar CRM/CS platforms.
- Availability and willingness to work US or 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.
