What You Can Expect

You will lead the entire post-sale customer organization, owning outcomes across a large, complex ARR portfolio that includes our highest-value Enterprise accounts. Reporting to the Head of Revenue, you will be accountable for retention, expansion, and transforming Customer Success into a measurable revenue engine. This is a role where you will shape how we deliver value to customers, from implementation through renewal and growth, while building and scaling the teams and systems that make it all work. You will bring operational rigor, a growth mindset, and a genuine curiosity for deploying AI-enabled tools to scale customer engagement without scaling headcount proportionally.

About the Team

Our Post Sales organization spans Customer Success, Support, Implementation, and Account Management, and works at the intersection of customer value and revenue growth. We collaborate across Product, Sales, Marketing, and Executive Leadership to amplify the customer voice and turn insights into measurable business outcomes. Together, we are building the operating model for how modern companies retain and expand their most important relationships.

Responsibilities

• You will own customer outcomes across the full portfolio, including direct strategic oversight of the Enterprise segment and executive sponsorship of top-tier accounts.
• You will drive Gross Revenue Retention improvement across Enterprise and broader customer segments through proactive risk management, health scoring, and renewal strategy.
• You will build and scale a Customer Success-sourced pipeline motion, turning post-sale engagement into a quantifiable growth contributor connected to expansion revenue.
• You will lead and develop a team of managers and individual contributors across Success, Support, Implementation, and Account Management, promoting from within and expanding coverage as the business grows.
• You will design and implement a unified customer operating model with common health scoring, risk identification, renewal readiness, and growth frameworks across the full customer lifecycle.
• You will identify and deploy AI-enabled tools (support automation, self-service, knowledge delivery) to increase organizational scale while preserving high-touch engagement for strategic accounts.
• You will build a company-wide Voice of Customer feedback loop connecting Customer Success, Product, Revenue, and Executive Leadership to inform roadmap and account strategy.
• You will own budget planning, technology investment, workforce planning, and capacity modeling, along with executive reporting frameworks that improve visibility into health, risk, adoption, and forecast accuracy.

What We're Looking For

• 10+ years of experience in Customer Success, Customer Growth, or related revenue leadership roles within B2B SaaS, with demonstrated people-management experience at scale.
• Proven experience owning a large (8-figure or greater) ARR portfolio, including Enterprise accounts with Fortune 500 customers.
• Track record of measurably improving Gross Revenue Retention and building Customer Success into a pipeline-generating function.
• Experience designing and operating unified customer lifecycle models, including health scoring, risk management, renewal strategy, and expansion frameworks.
• Working knowledge of modern CS and RevOps tooling (for example, Salesforce, Gainsight, Totango, Gong, HubSpot, or similar platforms).
• Demonstrated ability to apply AI and automation to scale support and customer engagement functions.
• Experience with budget ownership, workforce planning, and capacity modeling across customer-facing organizations.

Salary Range or On Target Earnings:

Minimum:

Maximum:

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!

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. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

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.

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