Customer Success Manager, Enterprise

What You Can Expect

You will partner with enterprise customers to maximize their return of investment and drive revenue growth. You will build strategic relationships, guide adoption, and identify expansion opportunities. Shaping the customer success function in a fast-growing AI platform category, developing deep technical fluency in our product and its AI-embedded workflows along the way.

About the Team

We deliver exceptional customer outcomes by unifying buying signals into actionable intelligence. Our team collaborates across product, sales, and marketing to amplify the voice of the customer. We exist to help companies turn insights into revenue.

Responsibilities

• Building and maintaining strategic multi-threaded relationships with enterprise stakeholders and executives, including RevOps leads and Go To Market engineers, to support their business goals
• Driving measurable customer outcomes by tracking KPIs, guiding platform adoption, ensuring return on investment realization, including outcomes unlocked by our MCP and CLI capabilities as customers mature
• Partner with Account Management to drive contract renewals, negotiations, and expansion opportunities by aligning customer needs with product capabilities and connecting adoption to executive-level business metrics with product capabilities
• Delivering tailored training, best practices, and strategic advisory to enable customer success and product adoption
• Developing expertise in data modeling, integrations, platform configuration, serving as each customer's most knowledgeable resource, fielding Tier 1–2 technical questions independently, partnering with CS Engineering on complex escalations
• Collaborating with Sales, Product, Marketing, and Support teams to create seamless customer experiences and inform product development

What We’re Looking For

• Demonstrate 5+ years of experience in Customer Success, Account Management, or strategic consulting within a SaaS environment
• Manage retention and growth metrics (Gross Revenue Retention/Net Revenue Retention) through high-inspect customer engagement
• Communicate complex concepts clearly to technical and non-technical audiences in written and verbal formats
• Deliver presentations effectively to end-users, executives, and large groups
• Apply consultative problem-solving skills to drive customer success and business outcomes
• Understand SaaS products and business models, with experience in Revenue Operations (RevOps) (sought after)
• Use Salesforce and other CRM or go-to-market systems
• Bring equivalent practical experience in enterprise customer management or strategic account planning
• Bring working familiarity with AI-assisted workflows, agentic tooling, or data automation, and genuine curiosity about where this space is heading

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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