Head of Customer Experience Operations

Head Of Customer Experience OperationsThe Head of CX Operations is a senior leadership role, responsible for defining and executing the operational strategy that supports the end-to-end post-sales customer lifecycle. This role builds scalable processes, systems, and governance to drive customer retention, renewals, expansion, and long-term value realization.The Customer Experience Operations team partners across Sales, Customer Success, Renewals, Services, Product, and Finance to ensure a seamless, scalable post-sales customer journey. The team focuses on building the processes, systems, and insights that enable customer-facing teams to drive retention, expansion, and long-term value. By combining operational rigor with a customer-first mindset, the team helps align customer outcomes with business growth.Responsibilities include:Leading the design and operationalization of strategies that improve customer retention, reduce churn, and increase lifetime value.Partnering with Sales, Customer Success, Renewals, and Services to align post-sales motions and ensure seamless customer handoffs.Developing data-driven frameworks to assess customer health, identify risk, and prioritize proactive engagement across the lifecycle.Designing and maintaining metrics, dashboards, and reporting to measure CX effectiveness, retention, renewals, and expansion performance.Defining and implement standardized operating processes for customer-facing teams, including onboarding, success planning, QBRs, renewal management, and service delivery checkpoints.Defining and operationalize KPIs such as Net Revenue Retention, Gross Retention, Time-to-Value, NPS, and CSAT.Partnering with Finance, HR, and Operations teams to implement compensation tracking and performance accountability across Customer Success, Renewals, and Services functions.Serving as the primary operational liaison between Sales, Customer Success, Product, Finance, and other Go To Market functions.What we're looking for includes:Hands-on experience with enterprise CX tech stack (Gainsight, Salesforce, Totango, Zendesk, etc.), data visualization tools, and automation/AI platforms.15+ years of experience in Customer Success Operations, Sales Operations, or Go To Market Operations.Minimum of 5+ years in a senior leadership role with enterprise-level scope and cross-functional responsibility.Demonstrate success driving retention, renewals, and expansion in a SaaS or subscription-based business model.An undergraduate degree obtained at a minimum.Salary range or on target earnings: minimum $150,800.00 maximum $329,900.00. 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.Anticipated Position Close Date: 12/31/25Our 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.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.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.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 knowwe'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.We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.