Customer Success Manager

Position:
Customer Success Manager, Education

Company:
Zoom

Compensation:
Minimum: $105,500.00
Maximum: $224,100.00

Location:
United States (Remote, California, Denver, Colorado, Remote, Utah)

Employment type:
Full time

Work Arrangement:
Hybrid

Short Summary:
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. The Customer Success Manager (CSM) will build strong relationships with higher education customers, ensuring successful deployment of Zoom products and services.

Responsibilities:
- Develop and maintain long-term relationships with stakeholders within assigned accounts.
- Conduct ongoing account meetings to discuss best practices, share use cases, communicate feature updates, and make strategic recommendations.
- Plan and conduct onboarding and training for new customers.
- Manage customer health metrics to proactively identify and eliminate risks.
- Create and deliver customer success plans to highlight successes and provide ongoing recommendations.
- Expand current portfolio by understanding customer needs and identifying opportunities for additional products and services.
- Analyze customer account trends and provide feedback to internal stakeholders.
- Collaborate with key internal stakeholders.
- Maintain accurate and up-to-date customer records in the CRM system.

Requirement:
- BA/BS degree or equivalent work experience.
- 5+ years experience servicing strategic accounts.
- Previous experience in a Client or Customer Success role in cloud/SaaS, UCaaS, or AV Vendor industries.
- Experience in the education industry, preferably with colleges and universities.
- Ability to manage multiple projects under strict deadlines.
- Excellent verbal and written communication skills.
- CRM experience with Gainsight and Salesforce.com preferred.
- Strong product knowledge of UCaaS and proficiency with AI tools.
- Great interpersonal skills with a positive attitude.
- Must be willing to work Eastern or Central U.S. hours.

Benefits:
- A variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health.
- Support for work-life balance and community contributions.