Customer Success Manager, Education

About the role
 

This role offers the opportunity to work with flagship higher education institutions on a platform that's become mission-critical to teaching, learning, and campus operations — moving from a point solution to a comprehensive communication ecosystem. You'll have the scope to influence how hundreds of universities deploy AI-powered collaboration tools at scale, with the resources of a market leader and the autonomy to architect success strategies for complex, multi-stakeholder environments that other CSMs never touch.

We are looking for an amazing Customer Success Manager (CSM) to join our team. The ideal candidate will build strong relationships with higher education customers, ensuring successful deployment of Zoom products and services. Your efforts will drive customer satisfaction and happiness.

The Customer Success Manager (CSM) serves as a trusted advisor to customers, overseeing deployment, driving product adoption, and managing the full customer lifecycle to ensure long-term success and satisfaction

Requirements

• Develop and maintain long-term relationships with stakeholders within assigned accounts.
• Conduct on-going account meetings to discuss best practices, share use cases, communicate feature updates, and make strategic recommendations to help customers maximize Zoom’s capabilities.
• Plan and conduct onboarding 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 customer success plans to highlight customer successes, ROI and provide on-going recommendations for further optimization to ensure that value is seen.
• Expand 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

What we are looking for

• BA/BS degree or equivalent work experience.
• 5+ years experience and a proven track record servicing strategic accounts.
• Previous experience working in a Client or Customer Success role within one of these industries: cloud/SaaS, UCaaS, AV Vendor.
• Experience with or in the education industry, preferably colleges and universities, including knowledge of higher education personas, trends, and challenges.
• Ability to demonstrate account portfolio planning competency, identify and align customer objectives to create mutual and measurable success.
• Ability to project manage several projects simultaneously.
• Aptitude to manage projects and needs under strict deadlines.
• Possess excellent verbal and written communication skills, including ability to present to executives and key decision makers.
• CRM experience with Gainsight and Salesforce.com is preferred.
• Ability to deliver customized presentations and demonstrations via web conference.
• Strong product knowledge and business management of UCaaS (Unified Communications as a Service) with ability to articulate how to best use and deploy the service is preferred.
• Proficiency with AI tools to drive efficiency and ability to translate Zoom’s AI tools to deliver specific customer outcomes.
• Experience working with internal key stakeholders within an organization and knowing how to both give and take direction to produce mutually beneficial results
• Strong acumen of software as a service (SAAS) industry.
• Great interpersonal skills with a positive attitude.
• Must be willing to work Eastern or Central U.S. 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

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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