Head of Global Customer Success and Renewals

5 days ago

San Francisco, United States Zoom Corporation Full time

The Head of Global Customer Success & Renewals will be responsible for developing and executing a comprehensive strategy that drives customer satisfaction, retention, renewals, and growth on a global scale. This role requires a visionary leader with deep experience in SaaS, a passion for customer advocacy and adoption, and the ability to align customer success initiatives with business objectives. The ideal candidate will have a proven track record of leading large, geographically dispersed teams and a strong ability to influence cross-functional stakeholders. Key Responsibilities Strategic Leadership: Develop and implement a global customer success strategy that aligns with the company's overall business goals. Establish a customer success vision that drives customer retention, loyalty, and lifetime value. Collaborate with executive leadership to integrate customer success initiatives into the broader company strategy. Develop and implement a comprehensive customer success strategy that drives customer success outcomes by reducing churn, increasing renewal rates, and identifying opportunities for upselling and cross-selling for both direct and indirect channels. Team Management: Lead, mentor, and inspire a high-performing global team, including setting a clear vision and strategy, ensuring alignment with regional needs and global objectives. Foster a culture of customer-centricity and continuous improvement within the team. Implement best practices for hiring, training, and retaining top talent in customer success. Customer Engagement & Advocacy: Develop strong relationships with key customers and act as their advocate within the company ensuring team alignment with customer’s business goals and objectives. Oversee customer onboarding, adoption, and ongoing engagement to ensure customers achieve their desired outcomes. Implement customer feedback loops to continuously improve products, services, and customer experiences. You will be the face of Zoom for customer escalations and cross-company coordination for resolution. Operational Excellence: Define and track key performance indicators (KPIs) to measure customer success and identify areas for improvement. Implement scalable processes and technologies to drive platform adoption. Ensure consistent and high-quality delivery of customer success services across all regions. Revenue Growth: Partner with sales and marketing teams to identify opportunities for upsell, cross-sell, and expansion within the existing customer base. Develop new strategies to reduce customer churn and increase customer lifetime value. Collaborate with the product team to influence the product roadmap based on customer needs and feedback. Customer Success Innovation: Stay abreast of industry trends and emerging practices in customer success, bringing innovative ideas to the organization. Implement customer success programs that differentiate the company in the market and enhance the overall customer experience. Drive customer success and adoption programs across both direct and indirect channels. Qualifications 10+ years of experience in customer success, account management, or a related role, with at least 5 years in senior leadership positions. Proven experience in the SaaS industry, with a deep understanding of subscription-based business models. Demonstrated success in leading global, cross-functional teams in a fast-paced, high-growth environment. Strong strategic thinking, with the ability to translate vision into actionable plans. Exceptional communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels including executive and C-level. Data-driven mindset with a strong ability to analyze data, generate insights, and make data-informed decisions. Demonstrated success in achieving customer outcomes and driving revenue growth. In-depth go-to-market knowledge and a track record of implementing and measuring operational metrics. Experience with customer success platforms (e.g., Gainsight) and CRM systems (e.g., Salesforce). Ability to travel internationally as needed. #J-18808-Ljbffr

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