EMEA Head of Customer Success & Growth

Zoom; England; Hybrid; GBP 180,000 - 240,000; Full time

Job summary

Zoom is seeking a Head of Customer Success, EMEA to oversee revenue retention, product adoption, and customer satisfaction across a large portfolio. You will lead and mentor regional CS teams, align with the global CS strategy, and drive growth in EMEA markets.

The ideal candidate has extensive experience scaling enterprise CS operations, demonstrates improvements in GRR and product adoption, and can navigate diverse markets and cultures.

Qualifications

• 8+ years of senior customer success management leadership in Enterprise SaaS.
• 5+ years as a 2nd line leader in customer success.
• Solid understanding of Enterprise SaaS business models and strategies.
• Concrete examples and references of improved GRR, product adoption, and customer satisfaction.
• Empower CS leaders and CSMs to deliver on a vision and objectives.
• Demonstrated ownership of complex, cross-functional delivery with aligned outputs.
• Fluency in English.
• Willingness to travel internationally within EMEA (~25%).

Responsibilities

• Lead and mentor regional customer success teams across EMEA.
• Execute regional strategy for customer satisfaction, retention and growth.
• Collaborate with global customer success organization and strategy.
• Scale Enterprise SaaS CS operations through transformation.

Skills

Senior CS leadership

Second-line leadership

Enterprise SaaS

GRR improvement

Product adoption

Cross-functional delivery

English fluency

EMEA travel 25%

Job description

Zoom is seeking a Head of Customer Success, EMEA to oversee revenue retention, product adoption, and customer satisfaction across a large portfolio. You will lead and mentor regional CS teams, align with the global CS strategy, and drive growth in EMEA markets.

The ideal candidate has extensive experience scaling enterprise CS operations, demonstrates improvements in GRR and product adoption, and can navigate diverse markets and cultures.