XTN-94B3553 | CUSTOMER SUCCESS MANAGER (NA)
RemotePhilippines
Job Summary
Conduct lifecycle-focused customer engagement to drive adoption, protect revenue, and accelerate value realization for key Zoom solutions. Monitor risk signals using dashboards and health scores to execute proactive outreach, reduce churn, and identify expansion opportunities. Facilitate business reviews with data-driven templates to align stakeholders on success metrics and ROI while collaborating with Sales and Renewals teams. Synthesize account-level insights into reports to influence product roadmaps and refine scaled engagement playbooks. Track KPIs including adoption rates, renewal readiness, and customer satisfaction to optimize digital journeys and enablement materials.
Required Qualifications
- 3+ years of experience in Customer Success, Account Management, Sales, or a customer-facing SaaS role
- Experience working in scaled or digital CS environment
- Strong presentation and communication skills
- Ability to simplify complex workflows and articulate product value to both technical and non-technical stakeholders
- Proven track record of driving product adoption through structured onboarding, enablement programs, and customer education initiatives
- Experience identifying and mitigating renewal risks through proactive engagement, health monitoring, and data-driven intervention strategies
- Skilled in conducting meetings with key leaders and C-level executives
- Ability to leverage customer health metrics, usage data, and engagement signals to predict churn risk and drive timely action
- Experience with Salesforce, Gainsight, or similar CRM/CS platforms
- Availability and willingness to work US or EMEA business hours
- Highly organized with strong time management, prioritization skills, and a proactive, positive attitude
Desired Qualifications
- Experience working in scaled or digital CS environment a strong advantage
- Additional relevant knowledge or experience related to the above requirements
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