Zoom: Manager of Customer Success

3 days ago

Manila, National Capital Region, Philippines KMC Solutions Full time $90,000 - $120,000 per year

Zoom is experiencing explosive growth in revenue, people, innovation, and customer base. Led by Eric S. Yuan, Glassdoor's #1 ranked CEO, our unique culture makes Zoom an exceptional place to work. We are expanding teams across the organization. If you are driven by the desire to deliver happiness, join us at Zoom

We are seeking an outstanding Manager of Customer Success to join our team in Manila, Philippines. The ideal candidate will cultivate strong relationships with both customers and direct reports, ensuring the successful deployment and adoption of Zoom products and services. Your leadership and expertise will be crucial in driving customer satisfaction, retention, and growth, while actively promoting and embodying Zoom's culture of care.

Responsibilities:

  • Lead, supervise, and mentor a team of Customer Success Managers through coaching, feedback, and performance management.
  • Develop and execute strategies to enhance customer satisfaction, retention, and growth.
  • Collaborate with various cross-functional teams at Zoom, driving customer success initiatives and escalations.
  • Execute strategic team initiatives and KPIs for their respective CS team.
  • Identify opportunities to expand the customer base.
  • Stay up-to-date with industry trends and best practices in UCaaS.
  • Actively promote and embody Zoom's culture of care within the organization and when working with our customers.

Requirements:

  • Bachelor's degree and/or equivalent years of experience; 10+ years of Software as a Service (SaaS) or Unified Communications as a Service (UCaaS) industry experience.
  • Minimum of 5 years in a management role within Customer Success.
  • Strong product knowledge of Video / Audio Collaboration.
  • Proven track record in driving customer satisfaction and retention in a technology-related field.
  • Analytical mindset with the ability to use data to drive decision-making.
  • Knowledge of customer success best practices and industry trends.
  • Ability to drive conversations and handle escalations with leaders and C-level executives.
  • Amenable to working North America hours.

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