Note: The job is a remote job and is open to candidates in USA. Zoom is a company that helps people stay connected through a variety of collaboration products. They are seeking a Head of Customer Success Transformation to lead the redesign of customer outcomes measurement and operational capabilities across global teams, driving impact on retention, adoption, and revenue growth.
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
Skills
- 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
Benefits
- Base salary, bonus and equity value
- Structured hybrid approach centered around our offices and remote work environments
- Award-winning workplace culture and commitment to delivering happiness
- 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
- Contribute to their community in meaningful ways
- Opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment
- Fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential
- Accommodation during the hiring process
- Accommodations Request Form for qualifying medical disability
- Interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings
Company Overview
Company H1B Sponsorship