Customer Success Manager, Education

This role offers the opportunity to work with flagship higher education institutions on a platform that's become mission-critical to teaching, learning, and campus operations - moving from a point solution to a comprehensive communication ecosystem. You'll have the scope to influence how hundreds of universities deploy AI-powered collaboration tools at scale, with the resources of a market leader and the autonomy to architect success strategies for complex, multi-stakeholder environments that other CSMs never touch.

We are looking for an amazing Customer Success Manager (CSM) to join our team. The ideal candidate will build strong relationships with higher education customers, ensuring successful deployment of Zoom products and services. Your efforts will drive customer satisfaction and happiness.

The Customer Success Manager (CSM) serves as a trusted advisor to customers, overseeing deployment, driving product adoption, and managing the full customer lifecycle to ensure long-term success and satisfaction

- Develop and maintain long-term relationships with stakeholders within assigned accounts. - Conduct on-going account meetings to discuss best practices, share use cases, communicate feature updates, and make strategic recommendations to help customers maximize Zoom's capabilities. - Plan and conduct onboarding and training for new customers to ensure their success throughout the customer journey. - Closely manage customer health metrics to proactively identify and eliminate risk attribution. - Create and deliver customer success plans to highlight customer successes, ROI and provide on-going recommendations for further optimization to ensure that value is seen. - Expand current portfolio by understanding customer needs and identifying opportunities for expansion to additional products and services. - Analyze customer account trends and provide feedback to internal stakeholders to ensure quality standards, customer requirements, and features are properly deployed and addressed. - Collaborate with key internal stakeholders with demonstrated ability to take direction, work and produce required results. - Maintain accurate and up-to-date customer records in our CRM system

- BA/BS degree or equivalent work experience. - 5+ years experience and a proven track record servicing strategic accounts. - Previous experience working in a Client or Customer Success role within one of these industries: cloud/SaaS, UCaaS, AV Vendor. - Experience with or in the education industry, preferably colleges and universities, including knowledge of higher education personas, trends, and challenges. - Ability to demonstrate account portfolio planning competency, identify and align customer objectives to create mutual and measurable success. - Ability to project manage several projects simultaneously. - Aptitude to manage projects and needs under strict deadlines. - Possess excellent verbal and written communication skills, including ability to present to executives and key decision makers. - CRM experience with Gainsight and Salesforce.com is preferred. - Ability to deliver customized presentations and demonstrations via web conference. - Strong product knowledge and business management of UCaaS (Unified Communications as a Service) with ability to articulate how to best use and deploy the service is preferred. - Proficiency with AI tools to drive efficiency and ability to translate Zoom's AI tools to deliver specific customer outcomes. - Experience working with internal key stakeholders within an organization and knowing how to both give and take direction to produce mutually beneficial results - Strong acumen of software as a service (SAAS) industry. - Great interpersonal skills with a positive attitude. - Must be willing to work Eastern or Central U.S. hours - Travel may be required as needed for customer engagements.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations