Customer Success Manager

Customer Services

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Customer Success Manager

  • R9367
  • Chiyoda-ku, Tokyo, Japan
  • Customer Services
  • Full time

Work Styles at Zoom

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom's Workstyles.

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 Webinar.

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.

About the Team

We are looking for an amazing Customer Success Manager (CSM) to join our Japan CSM team. Reporting to our local Japanese CSM Manager .You will be the main window to strengthen the relationships with customers and ensure the successful deployment of Zoom products and high-quality services. Your efforts will promote customer satisfaction and happiness, and help ZOOM grow in the Japan market.

About the Role

  • You will be the Trusted Advisor for strategic customer accounts and channel partners, managing deployment and product adoptions, and maintaining long-term relationships
  • You will conduct onboarding training for new customers to help them achieve their business goals
  • You will manage ongoing account meetings to communicate best practices
  • You will develop plans for expanded functional usage, provide use case examples for applying key product functionality and communicate new feature releases
  • You will analyze customer account trends and provide feedback to company partners to ensure quality standards, customer requirements, and features are accurately deployed and addressed
  • You will manage and nurture accounts to identify and eliminate risk attribution
  • You will create monthly reports to highlight customer successes and provide ongoing recommendations for further optimization
  • You will grow upsells and cross-sells opportunities and follow up on renewals to create the portfolio growth
  • You will work with key internal stakeholders to produce required results
  • You will provide an extra hand on ad-hoc basis tasks

About You

  • Minimum of 2 years experiences of Customer Success Management and experience in SaaS, Cloud, audio video industry
  • Manage your workflow and demonstrating account portfolio planning competency
  • Have professional business level in Japanese to present to executive and essential decision makers
  • Have the advanced conversational level in English to communicate internally
  • Have product knowledge of Video / Audio Collaboration and have the capability to provide customized presentations and demonstrations using web conferencing
  • Have CSM-focused CRM experience, such as Totango or Gainsight

Benefits

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.

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 careers@zoom.us.

Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated.  Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.

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.

Explore Zoom:

Fraudulent Employment Offers

Zoom is aware of scams that involve fake Zoom job listings posted on third-party sites. Responding applicants are contacted primarily over email, InMail and/or chat applications by people impersonating Zoom employees. Eventually a fake offer letter is sent in exchange for personal identification information as part of a fake new-hire screening process.

Please be advised that these offers, communications and impersonations are illegitimate and fraudulent. All communication with Zoom employees come from a “@zoom.us” email address. Zoom job applicants complete an interview process including in-person (on Zoom) meetings and phone calls. Our process also requires you to create an account with our applicant tracking system, Workday.

Zoom will never ask for your personally identifying information during the interview process or ask you to pay money or purchase equipment. If you have received a message from Zoom that appears suspicious, please contact careers@zoom.us. 

 

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