Job Openings XTN-7833195 | PARTNER SUCCESS MANAGER

About the job XTN-7833195 | PARTNER SUCCESS MANAGER

Zoom is seeking a strategic and partner-focused Partner Success Manager to drive partner-led customer success outcomes across our ecosystem. In this role, you will work closely with assigned strategic partners to ensure their customers achieve maximum value from Zoom's platform, resulting in high retention, expansion, and adoption rates.
You will be the primary success liaison between Zoom and our partner organizations, enabling them with the tools, training, playbooks, and insights needed to deliver world-class customer experiences at scale.
  • Work from the comfort of your own home
  • Comprehensive healthcare benefit for you and your dependents
  • Mental wellbeing programs for you and your dependents
  • Competitive time off and vacation policy
  • Thriving workplace culture centered on caring, diversity, and inclusion

Drive Partner Onboarding & Success Planning

  • Establish clear success plans and onboarding pathways for partner delivery of Adoption & Renewal best practices
  • Collaborate with partner teams to define mutual success criteria and outcomes
  • Ensure partners are equipped to deliver consistent, high-quality customer experiences from day one

Increase Stickiness Across Partner-Managed Accounts

  • Monitor usage trends and customer health signals across partner-managed accounts
  • Drive product activation and engagement through AI tooling and Zoom product-specific lifecycle playbooks
  • Identify at-risk customers early and enable partners to take proactive action

Support Retention & Expansion Outcomes

  • Collaborate with partner Customer Success teams to reduce churn and mitigate risks
  • Develop and implement transferable churn initiatives and knowledge transfer programs to enable partners with scalable retention strategies
  • Identify and support expansion opportunities within the partner customer base
  • Provide strategic guidance on upsell, cross-sell, and renewal motions

Enable Partners with Tools, Training & Telemetry

  • Train partners on Zoom CS tooling (e.g., PARi) and customer health dashboards
  • Ensure visibility into customer telemetry, usage data, and proactive risk management signals
  • Deliver ongoing enablement on product updates, best practices, and success frameworks

Align Cross-Functionally for Scalable Growth

  • Integrate partner teams with Zoom Sales, Renewals, and Global Customer Success organizations
  • Drive alignment on customer outcomes, messaging, and go-to-market strategy
  • Advocate for partner needs internally and champion scalable partner success programs
  • 5+ years of experience in Customer Success, Partner Management, or Account Management
  • Proven track record of driving retention, expansion, and customer adoption outcomes
  • Experience working with channel partners, resellers, or managed service providers
  • Strong analytical skills with the ability to interpret customer health data and usage metrics
  • Excellent communication and relationship-building skills across internal and external stakeholders
  • Ability to train, coach, and enable partner teams on tools and best practices

Preferred

  • Experience with SaaS platforms, collaboration tools, or unified communications solutions
  • Familiarity with Customer Success tools (e.g. Gainsight)
  • Background in partner enablement, training, or program management
  • Experience in project management or program coordination

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