Head of Customer Success Transformation

What You Can Expect

You will lead Zoom's Customer Success transformation, converting strategy into operational capability. You'll redesign how we measure and deliver customer outcomes across global teams. You'll drive measurable impact on retention, adoption, and revenue growth.

About the Team

We deliver customer outcomes at scale across Zoom's global enterprise base. Our team partners across Revenue, Sales, Product, and Finance to drive transformation. We exist to prove and scale Customer Success impact on business results.

Responsibilities

• Leading the end-to-end transformation plan across operating model, measurement architecture, engagement frameworks, and cross-functional interlocks while sequencing workstreams for speed and resolving dependencies
• Designing the measurement foundation that demonstrates Customer Success impact on retention, adoption, and expansion to enable specialist motions and commercial offerings
• Running executive operating reviews and reporting cadences that give leadership visibility into transformation health with clear owners, timelines, and revenue impact
• Brokering alignment across Sales, Renewals, Operations, Product, and Finance where transformation deliverables require cross-functional commitment
• Ensuring new processes, tools, and metrics change frontline behavior from leadership through managers to individual contributors through enablement and inspection

What We're Looking For

• Bring 10+ years in Customer Success, revenue operations, or go-to-market strategy with equivalent practical experience
• Lead global or multi-region Customer Success functions or transformations for 5+ years at enterprise SaaS scale
• Demonstrate track record taking a Customer Success organization through major operating-model change and proving measurable business impact
• Apply deep fluency in Customer Success technology platforms (Gainsight or equivalent, Salesforce, business intelligence tools) and metrics design
• Operate effectively with C-level stakeholders and influence peers across organizational boundaries
• Decompose ambiguity into sequenced, dated deliverables and drive outcomes rather than activities
• Size initiatives in revenue terms, phase financial impact by quarter, and collaborate with Finance on forecasting
• Possess experience monetizing Customer Success or scaling specialist coverage models

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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