Customer Success Manager, Zoom
$105.5-224.1k
OTE
+ Bonus & Equity value
Video-focused online communications platform
Be an early applicant
Video-focused online communications platform
1001+ employees
Be an early applicant
$105.5-224.1k
OTE
+ Bonus & Equity value
1001+ employees
Company mission
To make video communications frictionless and secure.
Role
Who you are
- BA/BS degree or equivalent work experience
- 5+ years experience and a proven track record servicing large spend, strategic Accounts
- Previous experience working in a Client or Customer Success role within one of these industries: cloud/SaaS, UCaaS, AV Vendor
- Ability to demonstrate account portfolio planning competency, ability to prioritize work and strong time management skills
- Ability to project manage several projects simultaneously
- Aptitude to manage projects and needs under strict deadlines
- Possess excellent verbal and written communication skills, including ability to present to executive and key decision makers
- CRM experience with Gainsight and Salesforce.com is preferred
- Ability to deliver customized presentations and demonstrations via web conference
- Strong product knowledge and business management of UCaaS (Unified Communications as a Service) with ability to articulate how to best use and deploy the service is preferred
- Experience working with internal key stakeholders within an organization and knowing how to both give and take direction to produce mutually beneficial results
- Strong acumen of software as a service (SAAS) industry
- Great interpersonal skills with a positive attitude
- Must be willing to work Eastern or Central hours
- Travel may be required as needed for customer engagements
What the job involves
- We are looking for an amazing Customer Success Manager (CSM) to join our team
- The ideal candidate will build strong relationships with customers ensuring successful deployment of Zoom products and services
- Your efforts will drive customer satisfaction and happiness
- The CSM is the Trusted Advisor, manages deployment, and product adoptions, and the full life cycle for customer accounts
- Develop and maintain long-term relationships with stakeholders within assigned accounts
- Conduct on-going account meetings to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality and communicate new feature releases
- Plan and conduct on-boarding and training for new customers to ensure their success throughout the customer journey
- Closely manage customer health metrics to proactively identify and eliminate risk attribution
- Create and deliver business reviews to highlight customer successes, ROI and provide on-going recommendations for further optimization to ensure that value is seen
- Expand current portfolio by understanding customer needs and identifying opportunities for expansion to additional products and services
- Analyze customer account trends and provide feedback to internal stakeholders to ensure quality standards, customer requirements, and features are properly deployed and addressed
- Collaborate with key internal stakeholders with demonstrated ability to take direction, work and produce required results
- Maintain accurate and up-to-date customer records in our CRM system
Application process
- End Date: May 12, 2025
- At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity
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 HQ
Downtown San Jose, San Jose, CA
Leadership
Eric Yuan
(CEO)Previously VP Engineering at Cisco and WebEx.
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