XTN-D5D9795 | CUSTOMER SUCCESS MANAGER (IMPLEMENTATION)

We are seeking an exceptional Customer Success Manager (CSM) to join our Digital Customer Success Team. In this role, you will drive scalable, data-informed customer engagement motions that accelerate adoption, reduce risk, and improve customer outcomes across a broad portfolio of Zoom customers. You will serve as a trusted advisor—leveraging digital programs, actionable insights, and repeatable frameworks to guide customers 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 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

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.

Onboarding & Product Enablement

• Lead scaled onboarding and training sessions, ensuring customers adopt key workflows quickly and effectively.

• Facilitate customer workshops—individually or at scale—to map use cases, reinforce best practices, and accelerate time-to-value.

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.

• Deliver clear customer health insights and recommend optimization strategies aligned with business goals.

Cross-Functional Collaboration

• Partner closely with Customer Success Managers, Onboarding Managers, 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, or collaboration technologies.

• Experience working in a scaled or digital CS environment 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 trainings, 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 US business hours.

• Highly organized with strong time management, prioritization skills, and a proactive, positive attitude.