Manager, Customer Success AMER - Workvivo

•  Boston, Massachusetts, United States
•  Customer Services (CS)
•  Full time

What you can expect

As part of the global expansion of Workvivo, we need the best Customer Success Managers to deliver the

ultimate customer experience. Reporting to the Director of Customer Success, you will be leading a team of

current Customer Success Managers located in the Boston, MA office. You will also partner with customers to

deliver a fantastic employee experience, driving business adoption of Workvivo throughout the post-launch

journey.

About the Team

Workvivo is a digital experience platform dedicated to amplifying workplace culture and fostering employee

inclusion, regardless of location. Committed to customer satisfaction, Workvivo focuses on enhancing

employees' working lives across diverse industries globally. As part of Zoom, an intelligent collaboration

platform, Workvivo aligns with Zoom's mission to prioritize people, enabling meaningful connections, modern

collaboration, and driving innovation in businesses and individual interactions.

Responsibilities

• Conducting 1:1's, development conversations, performance improvement plans and compensation
• planning with junior members of the team
• Escalating to the Director of Customer Success where necessary.
• Coordinating onboarding for new Customer Success Managers joining the team.
• Identifying early doors risk accounts and formulating playbooks to mitigate churn with direct reports.
• Maintaining hygiene of CRM system and identifying opportunities for improvement and automation
• Coaching and upskilling the wider team.
• Recording and producing written resources and providing regular feedback/ideas to scale processes

What we’re looking for

• Able to demonstrate experience of leading a team to successful outcomes on projects or tasks
• Have proven competency in Customer Success techniques and approaches
• Provide excellent customer service skills providing prompt responses internally and to customers
• Able to think laterally and strategically and be on the lookout for continuous improvement.
• Have a proactive approach to problem-solving and be able to think creatively
• Be located in the Boston area and do not require sponsorship for employment

Salary Range or On Target Earnings:

Minimum:

$93,900.00

Maximum:

$217,000.00

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:

05/20/24

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.

Information about Zoom’s benefits is on our careers page here. 

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.

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 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.