Digital Customer Success & Scaled Operations

You will develop and expand the framework for Digital and Scaled Customer Success, enabling Zoom to drive proactive adoption, risk reduction, and lifecycle engagement effectively. Responsibility includes managing the complete digital customer success process, from automated onboarding and engagement prompts to digital renewal preparation. This ensures customers in the scaled segment experience consistent, data-driven interactions without depending on manual processes.

We are the operational backbone of Zoom's post-sales organization, serving Customer Success, Renewals, and Professional Services. We partner across CS Leadership, Enablement, Data Science, and RevOps to build systems and governance. We enable predictable customer outcomes at scale during a transformative period of growth.

• Designing and operationalizing the end-to-end Digital and Scaled CS operating model, including tech-touch onboarding, automated adoption journeys, scaled success plans, and digital renewal readiness for long-tail customers
• Building automated customer engagement motions such as adoption nudges, underutilization alerts, feature activation prompts, triggered by usage signals, lifecycle stage, and risk indicators
• Defining segment-based scaled journeys across low-touch, pooled, digital-only, and hybrid models with clear criteria for customer segmentation, motion assignment, and tier escalation
• Tracking and reporting key metrics that influence GRR and NRR for scaled segments, including digital coverage, campaign engagement, activation completion, and cost-to-serve trends
• Partnering with CS Ops, Renewal Ops, Product Adoption Experts, and Enablement teams to integrate digital motions seamlessly with the broader customer lifecycle framework and handoff protocols

• Bring 7+ years of experience in Digital Customer Success, Scaled CS Operations, Customer Marketing, or Lifecycle Operations within a B2B SaaS environment
• Demonstrate hands-on experience building and managing automated customer journeys, digital campaigns, and tech-touch engagement programs at scale
• Apply deep expertise with journey orchestration platforms such as Gainsight, Totango, or ChurnZero and CRM systems like Salesforce for campaign design, automation, and reporting
• Design segment-based operating models that balance cost efficiency with customer experience quality across low-touch, pooled, and digital-only tiers
• Define and track digital CS metrics including activation rates, campaign engagement, digital adoption lift, cost-to-serve, and segment-level GRR/NRR influence
• Build cross-functional partnerships with CS, Renewals, Product, Enablement, and Data Science teams to align digital motions with the broader lifecycle framework
• Communicate effectively across technical and business audiences, translating data insights into actionable operational improvements
• Design and optimize self-service experiences including in-app guidance, knowledge base journeys, and automated onboarding flows

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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