Head of Customer Success EMEA

Zoom; Greater London; On-site; GBP 130,000 - 190,000; Full time

Job summary

Zoom is seeking a Head of Customer Success, EMEA to own revenue retention and product adoption for a large customer portfolio across the region. You will lead regional CS teams and collaborate with the global CS organization to scale enterprise SaaS operations.

The ideal candidate has 8+ years in senior CS leadership, deep EMEA experience, and a proven track record in GRR improvements, product adoption, and customer satisfaction. Travel ~25% required.

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 of improved GRR, product adoption, and customer satisfaction.
• Ability to empower CS leaders and cross-functional teams to deliver on a vision.

Responsibilities

• Oversee revenue retention and product adoption for a large portfolio in EMEA.
• Lead and mentor regional customer success teams and execute regional strategy.
• Collaborate with global CS organization to drive customer satisfaction and growth.

Skills

CS leadership

Enterprise SaaS

GRR & product adoption

English fluency

Travel willingness

Job description

What you can expect

The Head of Customer Success, EMEA will be responsible for overall revenue retention and product adoption of a large portfolio of customers and ARR, leading and mentoring regional customer success teams across EMEA. You will execute on regional strategy for customer satisfaction, retention and growth in coordination with the global customer success organization and strategy. The ideal candidate has experience in scaling Enterprise SaaS customer success operations through transformation, with referenceable improvements to GRR, product adoption, and customer satisfaction. A proven track record in EMEA customer success management and deep understanding of markets, cultures, and business practices are required.

About the Team

Customer Success plays a crucial role in improving the customer experience within Zoom. We build relationships, drive product adoption, ensure customer value, foster growth and improve overall retention. We are strategic in nature and practice, continuously improving, and cross-functional by design. Our success is rooted in the value our customers derive from their investment in Zoom.

What we're looking for

• 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, leverage insights for strategic growth and guide your team
• Concrete examples and references of improved GRR, product adoption, and customer satisfaction
• Empower and inspire CS leaders and CSMs to deliver on a vision and set of objectives
• Demonstrated ownership of complex and cross-functional delivery with sustainable and aligned outputs
• Have fluency in English
• Have a willingness to travel internationally within EMEA (~25% of the time)

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.

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.

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