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Customer Success Manager

Zoom

London

Hybrid

GBP 60,000 - 90,000

Full time

3 days ago

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Job summary

Join Zoom as a Senior Customer Success Manager based in London, where you will enhance customer satisfaction and retention within our UK enterprise segment, primarily in financial services. You will lead strategic partnerships, effectively engage with senior decision-makers, and influence product growth through exceptional customer relationship management.

Benefits

Award-winning workplace culture

Various health and wellness benefits

Flexible work options

Qualifications

Proven track record in customer success & B2B SaaS environment.
Ability to manage enterprise accounts in financial services.
Experience in renewals, upsells, and product expansion.

Responsibilities

Drive product adoption and customer satisfaction in enterprise accounts.
Engage senior stakeholders and translate product capabilities.
Guide customers towards desired outcomes.

Skills

Customer success

Account management

Strategic consulting

Communication skills

Storytelling

Technical translation

Proactive mindset

Tools

Gainsight

Salesforce

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What You Can Expect

The Senior Customer Success Manager (UK) will be responsible for driving product adoption, customer satisfaction, retention and expansion across Zoom’s UK enterprise customer base. Primarily in the financial services sector. You will act as a strategic partner to our clients. You will lead conversations with senior stakeholders, translate complex product capabilities into business value, and proactively guide customers toward their desired outcomes.

About The Team

Customer Services play a crucial role in improving the customer experience within Zoom. We build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.

What We’re Looking For

Have a proven track record of customer success, account management, or strategic consulting experience in B2B SaaS.
Have the demonstrated ability to manage and grow enterprise accounts in regulated industries such as financial services.
Have a commercial mindset with experience influencing renewals, upsells, and product expansion.
Demonstrate communication and storytelling skills—comfortable engaging senior decision-makers.
Have the ability to translate technical concepts into business value for both technical and non-technical stakeholders.
Be proficient in customer success platforms like Gainsight or Salesforce.
Be a proactive, self-starter with a growth mindset and bias for action.
Be based in the UK; while fully remote, London-based candidates will enjoy close proximity to the local Sales team.

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.

Seniority level

Seniority level
Not Applicable

Employment type

Employment type
Full-time

Job function

Job function
Customer Service
Industries
IT Services and IT Consulting

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