Digital Customer Success & Scaled Operations

Immigration sponsorship is not available for this position What You Can Expect 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. About the Team 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. Responsibilities 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 What We’re Looking For 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: $76,800.00 Maximum: $186,200.00 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. We also have a location‑based compensation structure; there may be a different range for candidates in other locations. 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. #J-18808-Ljbffr Zoom