5+ years of experience in Customer Success, Partner Management, or Account Management
Proven track record of driving retention, expansion, and customer adoption outcomes
Experience working with channel partners, resellers, or managed service providers
Strong analytical skills with the ability to interpret customer health data and usage metrics
Requirements:
Drive partner onboarding and success planning by establishing clear onboarding pathways and mutual success criteria to ensure adoption and renewal best practices
Monitor partner-managed accounts to track usage and health signals, and drive product activation through AI tooling and lifecycle playbooks
Collaborate with partner Customer Success teams to reduce churn, identify expansion opportunities, and provide strategic guidance on upsell, cross-sell, and renewal motions
Enable partners with tools and training by delivering enablement on Zoom CS tooling, telemetry visibility, and product updates, and align partner programs with Sales, Renewals, and Global Customer Success
Job description
Zoom is seeking a strategic and partner-focused Partner Success Manager to drive partner-led customer success outcomes across our ecosystem. In this role, you will work closely with assigned strategic partners to ensure their customers achieve maximum value from Zoom's platform, resulting in high retention, expansion, and adoption rates.
You will be the primary success liaison between Zoom and our partner organizations, enabling them with the tools, training, playbooks, and insights needed to deliver world-class customer experiences at scale.
Work from the comfort of your own home
Comprehensive healthcare benefit for you and your dependents
Mental wellbeing programs for you and your dependents
Competitive time off and vacation policy
Thriving workplace culture centered on caring, diversity, and inclusion
Drive Partner Onboarding & Success Planning
Establish clear success plans and onboarding pathways for partner delivery of Adoption & Renewal best practices
Collaborate with partner teams to define mutual success criteria and outcomes
Ensure partners are equipped to deliver consistent, high-quality customer experiences from day one
Increase Stickiness Across Partner-Managed Accounts
Monitor usage trends and customer health signals across partner-managed accounts
Drive product activation and engagement through AI tooling and Zoom product-specific lifecycle playbooks
Identify at-risk customers early and enable partners to take proactive action
Support Retention & Expansion Outcomes
Collaborate with partner Customer Success teams to reduce churn and mitigate risks
Develop and implement transferable churn initiatives and knowledge transfer programs to enable partners with scalable retention strategies
Identify and support expansion opportunities within the partner customer base
Provide strategic guidance on upsell, cross-sell, and renewal motions
Enable Partners with Tools, Training & Telemetry
Train partners on Zoom CS tooling (e.g., PARi) and customer health dashboards
Ensure visibility into customer telemetry, usage data, and proactive risk management signals
Deliver ongoing enablement on product updates, best practices, and success frameworks
Align Cross-Functionally for Scalable Growth
Integrate partner teams with Zoom Sales, Renewals, and Global Customer Success organizations
Drive alignment on customer outcomes, messaging, and go-to-market strategy
Advocate for partner needs internally and champion scalable partner success programs
5+ years of experience in Customer Success, Partner Management, or Account Management
Proven track record of driving retention, expansion, and customer adoption outcomes
Experience working with channel partners, resellers, or managed service providers
Strong analytical skills with the ability to interpret customer health data and usage metrics
Excellent communication and relationship-building skills across internal and external stakeholders
Ability to train, coach, and enable partner teams on tools and best practices
Preferred
Experience with SaaS platforms, collaboration tools, or unified communications solutions
Familiarity with Customer Success tools (e.g. Gainsight)
Background in partner enablement, training, or program management
Experience in project management or program coordination
Additional relevant knowledge or experience related to the above requirements will be considered an advantage.
