You will lead Zoom's Customer Success transformation, converting strategy into operational capability. You'll redesign how we measure and deliver customer outcomes across global teams. You'll drive measurable impact on retention, adoption, and revenue growth.
About the Team
We deliver customer outcomes at scale across Zoom's global enterprise base. Our team partners across Revenue, Sales, Product, and Finance to drive transformation. We exist to prove and scale Customer Success impact on business results.
Responsibilities
- Leading the end-to-end transformation plan across operating model, measurement architecture, engagement frameworks, and cross-functional interlocks while sequencing workstreams for speed and resolving dependencies
- Designing the measurement foundation that demonstrates Customer Success impact on retention, adoption, and expansion to enable specialist motions and commercial offerings
- Running executive operating reviews and reporting cadences that give leadership visibility into transformation health with clear owners, timelines, and revenue impact
- Brokering alignment across Sales, Renewals, Operations, Product, and Finance where transformation deliverables require cross-functional commitment
- Ensuring new processes, tools, and metrics change frontline behavior from leadership through managers to individual contributors through enablement and inspection
What We're Looking For
- Bring 10+ years in Customer Success, revenue operations, or go-to-market strategy with equivalent practical experience
- Lead global or multi-region Customer Success functions or transformations for 5+ years at enterprise SaaS scale
- Demonstrate track record taking a Customer Success organization through major operating-model change and proving measurable business impact
- Apply deep fluency in Customer Success technology platforms (Gainsight or equivalent, Salesforce, business intelligence tools) and metrics design
- Operate effectively with C-level stakeholders and influence peers across organizational boundaries
- Decompose ambiguity into sequenced, dated deliverables and drive outcomes rather than activities
- Size initiatives in revenue terms, phase financial impact by quarter, and collaborate with Finance on forecasting
- Possess experience monetizing Customer Success or scaling specialist coverage models
Salary Range or On Target Earnings:
Minimum:
$195,200.00Maximum:
$366,000.00In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.
Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.
We also have a location based compensation structure; there may be a different range for candidates in this and other locations
At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!
Anticipated Position Close Date:
Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.
Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.
About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
Our Commitment
At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data.
#LI-RemoteSkills Required
- 10+ years in Customer Success, revenue operations, or go-to-market strategy
- 5+ years leading global or multi-region Customer Success functions or transformations at enterprise SaaS scale
- Proven track record driving major operating-model change with measurable business impact
- Deep fluency in Customer Success platforms (Gainsight or equivalent), Salesforce, and business intelligence tools, and metrics design
- Experience operating effectively with C-level stakeholders and influencing cross-functional peers
- Ability to decompose ambiguity into sequenced, dated deliverables and drive outcomes
- Experience sizing initiatives in revenue terms and phasing financial impact by quarter; collaborate with Finance on forecasting
- Experience monetizing Customer Success or scaling specialist coverage models
Zoom Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Zoom and has not been reviewed or approved by Zoom.
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Healthcare Strength — Health coverage includes multiple plan options with employer-paid life and disability, plus free dental and vision for employees and dependents. This breadth signals strong protection across core medical needs.
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Equity Value & Accessibility — Equity via RSUs and an ESPP is a meaningful part of total compensation. Stock-based rewards are positioned as a strong contributor to overall value.
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Leave & Time Off Breadth — Flexible vacation for exempt roles, PTO accrual for hourly roles, and company holidays provide broad time-off coverage. Paid parental leave, family-forming support, and wellbeing resources further expand leave-related support.
Zoom Insights
What We Do
Bring teams together, reimagine workspaces, engage new audiences, and delight your customers –– all on the Zoom platform you know and love. 💙 Zoomies help people stay connected so they can get more done together. We set out on a mission to make video communications frictionless and secure by building the world’s best video product for the enterprise, but we didn’t stop there. With products like AI Companion, Team Chat, Contact Center, Phone, Events, Rooms, Webinar, and more, we bring innovation to a wide variety of customers, from the conference room to the classroom, from doctor’s offices to financial institutions to government agencies, from global brands to small businesses. We do what we do because of our core value of Care: care for our community, our customers, our company, our teammates, and ourselves. Our global employees help our customers meet happier, communicate better, and create meaningful connections the world over. Zoomies are problem-solvers and self-starters, working hard to get results and moving quickly to design solutions with our customers and users in mind. Here, you’ll work across teams to dig deep into impactful projects that are changing the way people communicate, and find room to grow with opportunities to stretch your skills and advance your career in a diverse, inclusive environment. Learn more about careers at Zoom by visiting our careers site: https://careers.zoom.us/home
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