EMEA Enterprise CS Leader — Growth, Retention & Adoption

Zoom; Greater London; Hybrid; GBP 140,000 - 190,000; Full time

Job summary

Zoom is seeking a Head of Customer Success, EMEA to own revenue retention and product adoption across a large customer portfolio. You will lead regional CS teams, shape regional strategy, and partner with the global CS organization to drive satisfaction, retention and growth.

A proven track record in scaling Enterprise SaaS CS operations in EMEA is required. The role emphasizes cross-functional leadership, regional market expertise, and a willingness to travel internationally (~25%).

Qualifications

• 8+ years in senior customer success management leadership in Enterprise SaaS
• 5+ years as a 2nd line leader in customer success
• Solid understanding of Enterprise SaaS models and strategic growth
• References of improved GRR, product adoption and customer satisfaction
• Ability to empower CS leaders and align cross-functional delivery

Skills

Enterprise SaaS leadership

2nd line leadership

GRR improvement

Product adoption

Customer satisfaction

Cross-functional delivery

English fluency

Willingness to travel

Job description

Zoom is seeking a Head of Customer Success, EMEA to own revenue retention and product adoption across a large customer portfolio. You will lead regional CS teams, shape regional strategy, and partner with the global CS organization to drive satisfaction, retention and growth.

A proven track record in scaling Enterprise SaaS CS operations in EMEA is required. The role emphasizes cross-functional leadership, regional market expertise, and a willingness to travel internationally (~25%).