Head of Customer Success, Zoom
EMEA & APAC
More information about location
Video-focused online communications platform
Be an early applicant
Video-focused online communications platform
1001+ employees
Be an early applicant
More information about location
1001+ employees
Company mission
To make video communications frictionless and secure.
Role
Who you are
- 10+ years of customer success experience in a global context within leadership roles
- Have a solid understanding of business SaaS business models strategies, leverage insights for strategic growth and guide your team
- Have experience of multi-lingual and multi-market Customer Success operations
- Empower and inspire leaders with the ability to delegate and motivate a team to deliver set vision and objectives
- Have some experience of working across UCaaS / CX / CCaaS
- Can demonstrate ownership of complex and cross-functional delivery with sustainable and aligned outputs
- Have fluency in English; additional languages are welcomed
What the job involves
- The Head of Customer Success, EMEA & APAC will be responsible for leading and mentor multinational customer success teams
- You will execute on global strategy for customer satisfaction, retention and growth across regions
- You will align regional Customer Success initiatives with overall business objectives
- The ideal candidate has experience in scaling customer success operations across diverse markets
- A proven track record in multi-regional customer success management and deep understanding of EMEA and ASIA business cultures and practices
- Customer Services play a crucial role in improving the customer experience within Zoom
- We build relationships, encourage product usage, and act as dedicated post-sales contacts for customers
- We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments
- Our success is achieved by consistently implementing the strategies with a commitment to excellence
Application process
- End Date: March 15, 2025
Salary benchmarks
Our take
Zoom reworked video conferencing when most people assumed it was a solved problem, with services from Cisco and Skype already ubiquitous in workplaces and homes. However, its videoconferencing infrastructure was simpler to use, faster and more flexible than any previous solution, and it swiftly took the world by storm.
Its success bred competition, however, and companies such as Microsoft and Google, along with numerous smaller communications firms, have begun making inroads on Zoom's formerly commanding lead. Additionally, as workplaces are mostly adopting a hybrid or flexible working strategy, some of its importance as a workplace tool is wearing off and it is recording a gradual decline in daily usage rates.
To counter these trends, Zoom is expanding its business offerings through product development and strategic aquisitions, such as that of Solvvy (an AI and automation service) in 2022. It remains to be seen if this will be enough to turn things around for Zoom: along with many other large tech companies it has recently engaged in large-scale layoffs to realign itself with a difficult economic situation. Still, it is a profitable company and a household name, and its track record of innovation means it is still very much one to watch in the communications space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2017
$100m
SERIES D
Feb 2015
$30m
SERIES C
Total funding: $148.5m
Company benefits
- Work from home opportunities
- Retirement benefits
- My-Time-Off (MTO), an extended vacation policy
- Employee Stock Purchase Plan (ESPP) and Restricted Stock Unit (RSU) Equity Program plus Yearly stock grant for all employees
- Wellness and fitness reimbursement, wellness resources, Thrive Global wellness app, TaskHuman wellness coaching app
- Employee Assistance Program (EAP) including emotional support, financial resources and legal guidance
- Paid Parental Leave (both parents) 16 weeks paid leave (or statutory if more generous)
- Employer Matching of Charitable contributions up to $500 USD equivalent/year
- Annual Zoom Store Allowance
- Business Travel Accident Insurance
Company values
- Community: We're committed to making a positive impact on our community with our environmental, social and governance (ESG) efforts. Our dedicated social impact arm, Zoom Cares, focuses on making a difference in three key areas: education, social equity, and climate change.
- Customers: Our customers are at the center of everything we do here at Zoom. We work hard to build innovative products that help people communicate, collaborate, and connect.
- Company: Zoomies show care for our company by conducting business ethically and serving our customers and colleagues with integrity. We value transparency and welcome our employees to speak up, ask questions, and provide feedback so we can keep growing as an organization.
- Teammates: Zoomies work collaboratively across teams and locations to deliver happiness to our customers. We recognize our fellow teammates’ actions and achievements through employee-nominated Zoomie of the Quarter awards and an employee recognition program. We also have fun together! Our volunteer, employee-led Happy Crew organizes meet-ups and global holiday celebrations throughout the year.
- Selves: We give employees the flexibility to care for themselves and their families with a comprehensive benefits program that includes generous parental leave, health and wellness benefits, retirement benefits, and My-Time-Off (MTO), an extended vacation policy.
Company HQ
Downtown San Jose, San Jose, CA
Articles
Leadership
Eric Yuan
(CEO)Previously VP Engineering at Cisco and WebEx.
People progressing
Joined as a Sales Development Representative. Promoted to SMB Account Executive after 6 months, and then to Commercial Account Executive after 2 further years. Is now an executive in Sale, Digital Natives & Start-Ups.
Diversity, Equity & Inclusion at Zoom
- Workforce is about who and how we hire. We actively engage with external sourcing partners to invite the best and brightest talent from the broadest backgrounds to consider working at Zoom. We continuously take stock of how we evaluate candidates to ensure that they are getting a fair and equal opportunity to share their capabilities
- Our DEI Marketplace efforts are all about how we include and consider our customers, with the ultimate goal of creating better products and experiences with them in mind
- An example of our Marketplace efforts include leveraging our ERGs and strategic partners to provide feedback on product designs and features
- Workplace is how Zoomies experience Zoom once they are here. Do they feel a sense of belonging to the organization? Do they have an opportunity to build networks and connections outside of their day-to-day roles?
- Examples of our Workplace efforts include our Employee Resource Groups, employee-driven, volunteer groups that foster DEI in the workplace and encourage employee engagement and support
- Our DEI Community efforts are focused on how we do our part to make the world more equitable for all. In partnership with our internal teams and external strategic partners, we forge partnerships that advance our DEI mission and Zoom’s core value of Care
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