Customer Success Manager for Named Accounts

What You Can Expect: As a Customer Success Manager for Named Accounts, your primary goal will be to cultivate strong relationships with both internal teams and customers, ensuring the effective deployment of Zoom products and services. Your expertise will be instrumental in enhancing customer satisfaction, retention, and overall happiness.

We are seeking candidates with significant experience in UCaaS, Zoom, and video collaboration products/services.

About the Team

The Customer Success team is dedicated to empowering clients to maximize the value of Zoom while promoting collaboration across departments for seamless experiences. We foster an inclusive and innovative environment that values diverse perspectives.

Key Responsibilities

• Build and nurture long-term relationships with key stakeholders across assigned accounts.
• Manage the complete customer lifecycle, from onboarding to adoption and renewal.
• Monitor account health metrics and actively identify opportunities to mitigate risk and boost adoption.
• Create and deliver comprehensive business reviews showcasing outcomes, ROI, and areas for optimization.
• Collaborate with cross-functional teams to improve internal processes and customer engagement.
• Expand customer portfolios by recognizing opportunities for additional products and services.
• Share valuable customer insights and trends with internal teams to enhance product development and support.

What We're Looking For

• 3+ years of experience supporting Named or Enterprise accounts in SaaS, UCaaS, or video collaboration industries.
• Solid understanding of Zoom products and services, with expertise in at least one specific product line.
• Ability to manage a complex portfolio of 15-30 accounts with attention to detail and strategic thinking.
• Proven adaptability in dynamic environments with a collaborative mindset.
• Exceptional communication skills, including the ability to present effectively to executives and key decision-makers.
• Willingness to travel as needed, including customer visits and participation in events or executive briefings.
• Preference for candidates who can work standard business hours aligned to the Pacific (PST) time zone to facilitate team and customer collaboration.

The position supports Western U.S. territories across the Pacific time zone (CA, WA, OR, NV).

Salary Range

Minimum: $105,500.00 | Maximum: $224,100.00. In addition to the base salary, Zoom offers a Total Direct Compensation philosophy which encompasses base salary, bonus, and equity value. Note that starting pay will be reflective of various factors, including qualifications and experience. A location-based compensation structure means that ranges may vary for candidates in different locations.

Benefits

At Zoom, we prioritize employee well-being, and our award-winning workplace culture includes a comprehensive benefits program designed to help support physical, mental, emotional, and financial health while promoting work-life balance and community involvement.

Our Commitment: We believe that exceptional work results when individuals feel supported and empowered. At Zoom, we are dedicated to fair hiring practices that ensure candidates are assessed fairly based on skills, experience, and potential. If you require accommodations during the hiring process, please let us know; we are here to assist you every step of the way.

For candidates needing assistance navigating the interview process due to a medical disability, please submit an accommodation request form, and one of our team members will reach out to you soon.