Contact Center Customer Success Manager

Zoom; United Kingdom; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading communication platform provider is seeking a Contact Center Customer Success Manager in the UK to drive product adoption and customer satisfaction. The role involves collaborating with clients and internal teams to ensure effective delivery of contact center solutions. Ideal candidates will have over 7 years of relevant experience and the ability to communicate effectively with senior decision-makers. The position offers a hybrid working environment.

Benefits

Diverse benefits program

Work-life balance support

Collaborative work culture

Qualifications

• 7+ years of customer success, account management, or consulting experience in Contact Center SaaS.
• Understanding of Contact Center success metrics like CSAT.
• Experience in Contact Center transformation or consultancy.

Responsibilities

• Drive product adoption and customer satisfaction in the UK Contact Center.
• Lead strategic conversations with senior stakeholders.
• Collaborate with sales, marketing, and product teams for success.

Skills

Customer success experience

Account management

Excellent communication

Commercial mindset

Proactive self-starter

Tools

Gainsight

Salesforce

Job description

Overview

The Contact Center Customer Success Manager (UK) will drive product adoption, customer satisfaction, retention, and expansion across Zoom's UK Contact Center customer base. This role spans all industries and serves as a strategic partner to clients. You will lead conversations with senior stakeholders and translate complex product capabilities into clear business value. You will proactively guide customers toward their desired outcomes. You will work closely with sales, marketing, and product teams to ensure success across a high-performing and diverse EMEA Customer Success team.

Responsibilities

• Drive product adoption, customer satisfaction, retention, and expansion across Zoom\'s UK Contact Center customer base.
• Serve as a strategic partner to clients across industries.
• Lead conversations with senior stakeholders and translate complex product capabilities into clear business value.
• Proactively guide customers toward their desired outcomes.
• Collaborate with sales, marketing, and product teams to ensure success across a high-performing and diverse EMEA Customer Success team.

What We’re Looking For (Qualifications)

• 7+ years of customer success, account management, or strategic consulting experience in Contact Center SaaS.
• Understanding of Contact Center success metrics and how to positively influence them (e.g., CSAT and Cost To Serve).
• Commercial mindset with experience influencing renewals, upsells, and product expansion.
• Contact Center / Customer Experience transformation or consultancy experience is essential.
• Excellent communication and storytelling skills—comfortable engaging senior decision-makers.
• Ability to translate technical concepts into business value for both technical and non-technical stakeholders.
• Proficiency in customer success platforms like Gainsight or Salesforce.
• Proactive, self-starter with a growth mindset and bias for action.
• Comfortable working across time zones and in a remote-first environment.

Ways of Working

Our 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.

Benefits

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. Click Learn for more information.

About Us

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.

Our Commitment

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 know—we’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.