Premier Support Manager

Zoom Video Communications; San Jose (CA); Hybrid; CAD 138,000 - 319,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zoom Video Communications is seeking a leader to drive a team of Technical Account Managers within our Premier Support program in a hybrid role based in San Jose. You will develop talent, set goals, and act as the executive escalation point for complex customer scenarios.

The ideal candidate has 5+ years of TAM leadership in SaaS or UC, excellent executive communication skills, and a data-driven approach to improve outcomes and retention. AI tools experience is a plus.

Qualifications

• 5+ years of experience leading technical teams in a customer-facing role.
• 5+ years of experience in the SaaS industry and/or Unified Communications.
• Strong ability to communicate with and influence executive stakeholders, including presentations and strategic alignment.
• Proven track record of using data and metrics to drive decisions.
• Experience leveraging AI tools to improve team efficiency and service delivery.

Responsibilities

• Lead, coach, and develop a team of Technical Account Managers to deliver Premier Support experiences.
• Recruit, onboard, and grow TAM talent while upholding processes and standards.
• Define team KPIs, quarterly goals, and strategic initiatives for Premier Services.
• Analyze performance data to identify risks, opportunities, and improvements.
• Own executive-level escalation for complex customer situations with cross-functional partners.
• Collaborate with Account Executives and Customer Success Managers to strengthen relationships and retention.

Skills

Team leadership

SaaS industry experience

Executive communication

Data-driven decision making

AI tools experience

Unified Communications knowledge

Education

Bachelor's degree in Engineering or Computer Science

Job description

What You Can Expect Lead a team of Technical Account Managers at the center of Zoom's most strategic enterprise relationships, directly shaping customer outcomes and the long-term health of the Premier Support portfolio. Day to day, you will develop your team, define performance goals, and serve as an executive escalation point for complex customer situations, working closely with Customer Success, Service Engineering, and Sales. This is a role for someone who leads with data, builds accountability with genuine care, and is committed to developing people alongside delivering results. You will report to senior leadership within the Global Premier Support organization. This is a hybrid position that requires on-site presence 2 days per week at our San Jose, CA office. Remote arrangements are not available for this role.

About the Team The Premier Support team delivers high-touch technical account management for Zoom's most strategic enterprise customers, helping them realize the full value of Zoom Workplace. Working at the intersection of technical expertise and relationship management, the team partners closely with Sales, Customer Success, and Engineering to resolve complex challenges and drive proactive outcomes. As a core part of Zoom's customer experience strategy, the team plays a meaningful role in retention, expansion, and satisfaction across the Premier portfolio.

Responsibilities

• Lead, coach, and develop a team of Technical Account Managers, building the skills and competencies needed to deliver outstanding Premier Support experiences.
• Recruit, onboard, and grow talent within the TAM organization, ensuring all business processes and quality standards are upheld.
• Define and drive team KPIs, quarterly goals, and strategic initiatives aligned to the broader Premier Services program.
• Analyze team performance data and process metrics to proactively identify risk factors, growth opportunities, and areas for continuous improvement.
• Own executive-level escalation for complex customer situations, partnering with Customer Success Managers, Escalations, and Service Engineering to drive timely resolution.
• Partner with Account Executives and Customer Success Managers to strengthen customer relationships and support retention and growth across the Premier portfolio.
• Identify underperformance within the team and manage structured improvement plans with appropriate senior support.
• Collaborate with cross-functional leaders to deliver data-driven decisions that strengthen team processes and the Premier Services program.

What We're Looking For

• 5+ years of experience managing technical teams in a customer-facing organization, with a track record of developing high-performing talent.
• 5+ years of experience in the SaaS industry and/or Unified Communications space, with deep familiarity with enterprise collaboration environments.
• Demonstrated ability to communicate with and influence executive-level stakeholders, including delivering compelling presentations and driving strategic alignment.
• Proven track record of executing strategy at operational and organizational scale, using data and performance metrics to inform decisions.
• Experience leveraging AI tools and solutions to deliver measurable improvements in team efficiency and service delivery.
• Familiarity with Unified Communications technologies such as Zoom Workplace, Cisco, Microsoft, or equivalent platforms; knowledge of IP telephony, SIP, or API/SDK integration is a plus.
• Bachelor's degree in Engineering, Computer Science, or a related field, or equivalent professional experience.

Salary Range or On Target Earnings: Minimum: $97,600.00 Maximum: $225,700.00 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

Anticipated Position Close Date: 10/16/26

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.

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. Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data.

We do what we do because of our core value of Care: care for our community, our customers, our company, and ourselves. Our global employees help our customers meet happier, communicate better, and create meaningful connections the world over. Zoomies are problem-solvers and self-starters, working hard to get results and moving quickly to design solutions with our customers and users in mind.