Head of Post Sales - Common Room

Zoom; New York (NY); Hybrid; USD 163,000 - 356,000; Full time

Job summary

Zoom seeks a senior leader to oversee the entire post-sales customer organization, responsible for retention, expansion, and turning CS into a measurable revenue engine. Reporting to the Head of Revenue, you will shape value delivery from implementation through renewal and growth, while building scalable teams and systems.

You will deploy AI-enabled tools to scale engagement without proportional headcount and own budget, technology investment, and workforce planning to improve health, risk,

Qualifications

• 10+ years of experience in Customer Success or revenue leadership in B2B SaaS.
• Proven ownership of large ARR portfolios (8-figure+).
• Track record of improving Gross Revenue Retention and enabling pipeline generation.
• Experience designing unified lifecycle models with health scoring and renewal strategies.
• Familiarity with modern CS/RevOps tools (Salesforce, Gainsight, Totango, Gong, HubSpot).
• Ability to apply AI/automation to scale engagement.

Responsibilities

• Own customer outcomes across Enterprise and large portfolios.
• Drive gross revenue retention improvement via risk management and renewal strategy.
• Build and scale CS-sourced pipeline to contribute to expansion revenue.
• Lead and develop a multi-function team across Success, Support, Implementation, and Account Management.
• Design a unified operating model with health scoring and renewal readiness.

Job description

What You Can Expect

You will lead the entire post-sale customer organization, owning outcomes across a large, complex ARR portfolio that includes our highest-value Enterprise accounts. Reporting to the Head of Revenue, you will be accountable for retention, expansion, and transforming Customer Success into a measurable revenue engine. This is a role where you will shape how we deliver value to customers, from implementation through renewal and growth, while building and scaling the teams and systems that make it all work. You will bring operational rigor, a growth mindset, and a genuine curiosity for deploying AI-enabled tools to scale customer engagement without scaling headcount proportionally.

About the Team

Our Post Sales organization spans Customer Success, Support, Implementation, and Account Management, and works at the intersection of customer value and revenue growth. We collaborate across Product, Sales, Marketing, and Executive Leadership to amplify the customer voice and turn insights into measurable business outcomes. Together, we are building the operating model for how modern companies retain and expand their most important relationships.

Responsibilities

• You will own customer outcomes across the full portfolio, including direct strategic oversight of the Enterprise segment and executive sponsorship of top-tier accounts.
• You will drive Gross Revenue Retention improvement across Enterprise and broader customer segments through proactive risk management, health scoring, and renewal strategy.
• You will build and scale a Customer Success-sourced pipeline motion, turning post-sale engagement into a quantifiable growth contributor connected to expansion revenue.
• You will lead and develop a team of managers and individual contributors across Success, Support, Implementation, and Account Management, promoting from within and expanding coverage as the business grows.
• You will design and implement a unified customer operating model with common health scoring, risk identification, renewal readiness, and growth frameworks across the full customer lifecycle.
• You will identify and deploy AI-enabled tools (support automation, self-service, knowledge delivery) to increase organizational scale while preserving high-touch engagement for strategic accounts.
• You will build a company-wide Voice of Customer feedback loop connecting Customer Success, Product, Revenue, and Executive Leadership to inform roadmap and account strategy.
• You will own budget planning, technology investment, workforce planning, and capacity modeling, along with executive reporting frameworks that improve visibility into health, risk, adoption, and forecast accuracy.

What We're Looking For

• 10+ years of experience in Customer Success, Customer Growth, or related revenue leadership roles within B2B SaaS, with demonstrated people-management experience at scale.
• Proven experience owning a large (8-figure or greater) ARR portfolio, including Enterprise accounts with Fortune 500 customers.
• Track record of measurably improving Gross Revenue Retention and building Customer Success into a pipeline-generating function.
• Experience designing and operating unified customer lifecycle models, including health scoring, risk management, renewal strategy, and expansion frameworks.
• Working knowledge of modern CS and RevOps tooling (for example, Salesforce, Gainsight, Totango, Gong, HubSpot, or similar platforms).
• Demonstrated ability to apply AI and automation to scale support and customer engagement functions.
• Experience with budget ownership, workforce planning, and capacity modeling across customer-facing organizations.

Salary Range or On Target Earnings

Minimum: $162,900.00

Maximum: $356,300.00

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations.

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Anticipated Position Close Date:

09/22/26

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.