Head of Global Customer Success and Renewals

The Head of Global Customer Success & Renewals will be responsible for developing and executing a comprehensive strategy that drives customer satisfaction, retention, renewals and growth on a global scale. This role requires a visionary leader with deep experience in SaaS, a passion for customer advocacy and adoption, and the ability to align customer success initiatives with business objectives. The ideal candidate will have a proven track record of leading large, geographically dispersed teams and a strong ability to influence cross-functional stakeholders.

Key Responsibilities

• Strategic Leadership:
• Develop and implement a global customer success strategy that aligns with the company's overall business goals.
• Establish a customer success vision that drives customer retention, loyalty, and lifetime value.
• Collaborate with executive leadership to integrate customer success initiatives into the broader company strategy.
• Develop and implement a comprehensive customer success strategy that drives customer success outcomes by reducing churn, increasing renewal rates, and identifying opportunities for upselling and cross-selling for both direct and indirect channels
• Team Management:
• Lead, mentor, and inspire a high-performing global team, including setting a clear vision and strategy, ensuring alignment with regional needs and global objectives.
• Foster a culture of customer-centricity and continuous improvement within the team.
• Implement best practices for hiring, training, and retaining top talent in customer success.
• Customer Engagement & Advocacy:
• Develop strong relationships with key customers and act as their advocate within the company ensuring team alignment with customer’s business goals and objectives
• Oversee customer onboarding, adoption, and ongoing engagement to ensure customers achieve their desired outcomes
• Implement customer feedback loops to continuously improve products, services, and customer experiences.
• You will be the face of Zoom for customer escalations and cross company coordination for resolution.
• Operational Excellence:
• Define and track key performance indicators (KPIs) to measure customer success and identify areas for improvement.
• Implement scalable processes and technologies to drive platform adoption
• Ensure consistent and high-quality delivery of customer success services across all regions.
• Revenue Growth:
• Partner with sales and marketing teams to identify opportunities for upsell, cross-sell, and expansion within the existing customer base.
• Develop new strategies to reduce customer churn and increase customer lifetime value
• Collaborate with the product team to influence the product roadmap based on customer needs and feedback.
• Customer Success Innovation:
• Stay abreast of industry trends and emerging practices in customer success, bringing innovative ideas to the organization.
• Implement customer success programs that differentiate the company in the market and enhance the overall customer experience.
• Drive customer success and adoption programs across both direct and indirect channels
  

Qualifications

• 10+ years of experience in customer success, account management, or a related role, with at least 5 years in senior leadership positions.
• Proven experience in the SaaS industry, with a deep understanding of subscription-based business models.
• Demonstrated success in leading global, cross-functional teams in a fast-paced, high-growth environment.
• Strong strategic thinking, with the ability to translate vision into actionable plans.
• Exceptional communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels including executive and C-level
• Data-driven mindset with a strong ability to analyze data, generate insights, and make data-informed decisions.
• Demonstrated success in achieving customer outcomes and driving revenue growth.
• In-depth go-to-market knowledge and a track record of implementing and measuring operational metrics.
• Experience with customer success platforms (e.g., Gainsight) and CRM systems (e.g., Salesforce).
• Ability to travel internationally as needed.
  
  

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations.

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Anticipated Position Close Date

09/13/24

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Our Commitment

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.