Head of Customer Experience Operations, Zoom
$150.8-329.9k
+ Bonus and equity
Work platform for human connection
Open for applications
Work platform for human connection
1001+ employees
Open for applications
$150.8-329.9k
+ Bonus and equity
1001+ employees
Company mission
To help people connect, collaborate, and get more work done, together.
Role
Who you are
- Have Hands-on experience with enterprise CX tech stack (Gainsight, Salesforce, Totango, Zendesk, etc.), data visualization tools, and automation/AI platforms
- 15+ years of experience in Customer Success Operations, Sales Operations, or Go To Market Operations
- Have a minimum of 5+ years in a senior leadership role with enterprise-level scope and cross-functional responsibility
- Demonstrate success driving retention, renewals, and expansion in a SaaS or subscription-based business model
- Have an undergraduate obtained required at a minimum
What the job involves
- The Head of CX Operations is a senior leadership role, responsible for defining and executing the operational strategy that supports the end-to-end post-sales customer lifecycle
- This role builds scalable processes, systems, and governance to drive customer retention, renewals, expansion, and long-term value realization
- The Customer Experience Operations team partners across Sales, Customer Success, Renewals, Services, Product, and Finance to ensure a seamless, scalable post-sales customer journey
- The team focuses on building the processes, systems, and insights that enable customer-facing teams to drive retention, expansion, and long-term value
- By combining operational rigor with a customer-first mindset, the team helps align customer outcomes with business growth
- You'll be leading the design and operationalization of strategies that improve customer retention, reduce churn, and increase lifetime value
- Partnering with Sales, Customer Success, Renewals, and Services to align post-sales motions and ensure seamless customer handoffs
- Developing data-driven frameworks to assess customer health, identify risk, and prioritize proactive engagement across the lifecycle
- Designing and maintaining metrics, dashboards, and reporting to measure CX effectiveness, retention, renewals, and expansion performance
- Defining and implement standardized operating processes for customer-facing teams, including onboarding, success planning, QBRs, renewal management, and service delivery checkpoints
- Defining and operationalize KPIs such as Net Revenue Retention, Gross Retention, Time-to-Value, NPS, and CSAT
- Partnering with Finance, HR, and Operations teams to implement compensation tracking and performance accountability across Customer Success, Renewals, and Services functions
- Serving as the primary operational liaison between Sales, Customer Success, Product, Finance, and other Go To Market functions
Application process
- End Date: December 31, 2025
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 acquisitions. Alongside many other large tech companies, it has battled through a difficult economic situation, but it nonetheless remains a profitable company and household name. Plus, 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 & Founder)Previously VP Engineering at Cisco and WebEx.
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