Channel Renewal Manager

Customer Services (CS)


Channel Renewal Manager

  • R10806
  • Tokyo, Japan
  • Chiyoda-ku, Tokyo, Japan
  • Customer Services (CS)
  • Full time

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About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product 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. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

(English follows Japanese)











・優れたPCリテラシー(Excel, Outlook, Word, PowerPoint)と強力なインターネットリサーチスキルをお持ちであること

・Salesforce CRM、Totango、Zuora、Zendeskの経験

As Zoom’s Renewal and Retention team grows, we are looking for a Channel Renewals Manager.  One hour, you may be negotiating a renewal’s contract and the next helping escalate a support case. You could be working with Customer Success on implementation issues or partnering with Finance to resolve a contract dispute. No two days will ever look the same!  As a Channel Renewals Manager, your essential goal will be to prevent customer churn and ensure Zoom has long term sustainable contracts with our customers. 

While you may have a strong history of sales, customer success or renewals, we value high intrinsic motivation to be successful in Zoom’s rapid, results-focused work environment. The right candidate will apply a solutions oriented skill set to solve customer issues and ensure low churn rates.



  • Engage partners about their upcoming renewals, with the goal of retaining as much business as possible

  • Assist partners with customers who may be at risk of canceling due to customer satisfaction issues, adoption, and/or threat of competitor

  • Evaluate accounts that have been flagged as at risk based on usage metrics, and facilitate conversations to drive customer retention

  • Drive accountability cross functionally on our large at risk accounts, keep up to date notes & forecast large risk situations 

  • Other operational tasks that are related to the Renewal’s team day to day business

  • Effectively work cross functionally with CSMs, Sales, Engineering, Support, and Executives

  • Effectively communicate and build relationships with Zoom Partners


Must have:

  • Fluent in both Japanese and English

  • 4 year’s experience work in a SaaS or Cloud company mandatory (preferably in sales, customer success or renewals)

  • Strong collaboration, negotiation and relational skills

  • Customer churn forecasting, associated pipeline development and management skills are required

  • A proven track record of client satisfaction, team work, and cross functional collaboration

  • Demonstrated excellence in presentation skills with ability to build relevant, strategic messaging in a Partner/Customer meeting setting

  • Must have strong verbal skills with consultative professional business acumen

  • Must be detail oriented, organized, ethical, responsible, & self-motivated

  • Strong Internet research skills with excellent PC literacy [Excel, Outlook, Word, PowerPoint]

Nice to have:

  • BS/BA degree preferred but not required

  • Presence and proficiency in social media such as LinkedIn is also a plus

  • Salesforce CRM, Totango, Zuora and/or Zendesk experience is a plus

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines. 

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at

At Zoom, we care about our employees, their families, and their well-being. 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. To view our benefits, click here.

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