Head of Customer Success EMEA

What you can expectThe Head of Customer Success, EMEA will be responsible for overall revenue retention and product adoption of a large portfolio of customers and ARR, leading and mentoring regional customer success teams across EMEA. You will execute on regional strategy for customer satisfaction, retention and growth in coordination with the global customer success organization and strategy. The ideal candidate has experience in scaling Enterprise SaaS customer success operations through transformation, with referenceable improvements to GRR, product adoption, and customer satisfaction. A proven track record in EMEA customer success management and deep understanding of markets, cultures, and business practices are required.About the TeamCustomer Success plays a crucial role in improving the customer experience within Zoom. We build relationships, drive product adoption, ensure customer value, foster growth and improve overall retention. We are strategic in nature and practice, continuously improving, and cross-functional by design. Our success is rooted in the value our customers derive from their investment in Zoom.What we're looking for

8+ years of senior customer success management leadership in Enterprise SaaS

5+ years as a 2nd line leader in customer success

Solid understanding of Enterprise SaaS business models and strategies, leverage insights for strategic growth and guide your team

Concrete examples and references of improved GRR, product adoption, and customer satisfaction

Empower and inspire CS leaders and CSMs to deliver on a vision and set of objectives

Demonstrated ownership of complex and cross-functional delivery with sustainable and aligned outputs

Have fluency in English

Have a willingness to travel internationally within EMEA (~25% of the time)

Ways of WorkingOur 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.BenefitsAs 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.