Customer Success Manager - Upmarket Accounts

We are looking for an amazing Customer Success Manager (CSM), preferably in NJ or the surrounding area, to join our team.

The ideal candidate will be focused on large customer accounts (managing 1.5 Million in MRR total) building strong relationships with customers ensuring successful deployment of Zoom products and services. Your efforts will drive customer satisfaction and happiness.

ABOUT THE ROLE:

• The CSM is the Trusted Advisor, manages deployment, and product adoptions, and the full life cycle for customer accounts (Average of 1.5 Million in MRR)

• Develop and maintain long-term relationships with stakeholders within assigned accounts.

• Conduct on-going account meetings to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality and communicate new feature releases.

• Plan and conduct on-boarding and training for new customers to ensure their success throughout the customer journey.

• Closely manage customer health metrics to proactively identify and eliminate risk attribution.

• Create and deliver business reviews to highlight customer successes, ROI and provide on-going recommendations for further optimization to ensure that value is seen.

• Expand the current portfolio by understanding customer needs and identifying opportunities for expansion to additional products and services.

• Analyze customer account trends and provide feedback to internal stakeholders to ensure quality standards, customer requirements, and features are properly deployed and addressed.

• Collaborate with key internal stakeholders with demonstrated ability to take direction, work and produce required results.

• Maintain accurate and up-to-date customer records in our CRM system.

REQUIREMENTS:

• 2+ years experience and a proven track record servicing strategic accounts

• BA/BS degree or equivalent work experience

• Previous experience working in a Client or Customer Success role within one of these industries: cloud/SAAS and audio video vendors.

• Ability to demonstrate account portfolio planning competency, ability to prioritize work and strong time management skills.

• Possess excellent verbal and written communication skills, including ability to present to executive and key decision makers.

• Ability to deliver customized presentations and demonstrations via web conference.

• CRM experience with Gainsight and Salesforce.com is preferred.

• Product knowledge of UCaaS (Unified Communications as a Service) with ability to articulate how to best use and deploy the service is preferred.

• Strong acumen of software as a service (SaaS) industry

• Great interpersonal skills with a positive attitude

• Must be willing to work Eastern hours

• Travel may be required as needed for customer engagements

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.

Work Styles at Zoom

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom's Workstyles.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product 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.

Explore Zoom:

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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 any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.