Partner Success Manager (Tokyo Based)

• Monitoring customer health signals and driving product activation across partner-managed accounts using AI tooling and lifecycle playbooks
• Collaborating with partner Customer Success teams to reduce churn, mitigate risks, and implement scalable retention strategies
• Identifying and supporting expansion opportunities through strategic guidance on upsell, cross-sell, and renewal motions
• Enabling partners with Zoom CS tools (e.g., PARi), customer health dashboards, and ongoing training on product updates and best practices
• Driving cross-functional alignment between partner teams and Zoom Sales, Renewals, and Global Customer Success organizations
• Advocating for partner needs internally and championing scalable partner success programs to achieve mutual customer outcomes

• Possess 5+ years of experience in Customer Success, Partner Management, or Account Management
• Demonstrate a proven track record of driving retention, expansion, and customer adoption outcomes
• Bring experience working with channel partners, resellers, or managed service providers
• Apply analytical skills with the ability to interpret customer health data and usage metrics
• Exhibit excellent communication and relationship-building skills across internal and external stakeholders
• Have excellent communication skills and the ability to build powerful relationships with clients and senior stakeholders
• Train, coach, and enable partner teams on tools and best practices

• Experience with SaaS platforms, collaboration tools, or unified communications solutions
• Familiarity with Customer Success tools (e.g. Gainsight)
• Background in partner enablement, training, or program management
• Experience in project management or program coordination

• AI ツールとライフサイクルプレイブックを使用して、パートナー管理アカウント全体で顧客ヘルスシグナルを監視し、製品アクティベーションを推進する
• パートナーのカスタマーサクセスチームと協力して、チャーンを削減し、リスクを軽減し、スケーラブルなリテンション戦略を実装する
• アップセル、クロスセル、更新活動に関する戦略的ガイダンスを通じて、拡大機会を特定しサポートする
• Zoom CS ツール(例:PARi)、顧客ヘルスダッシュボード、製品アップデートとベストプラクティスに関する継続的なトレーニングでパートナーを支援する
• パートナーチームと Zoom の営業、更新、グローバルカスタマーサクセス組織間のクロスファンクショナルな連携を推進する
• 社内でパートナーのニーズを代弁し、相互の顧客成果を達成するためのスケーラブルなパートナーサクセスプログラムを推進する

• カスタマーサクセス、パートナーマネジメント、またはアカウントマネジメントにおける 5 年以上の経験
• リテンション、拡大、顧客採用成果を推進した実績
• チャネルパートナー、リセラー、またはマネージドサービスプロバイダーとの協業経験
• 顧客ヘルスデータと使用状況メトリクスを解釈できる深い分析スキル
• 社内外のステークホルダーとの優れたコミュニケーション関係構築スキル
• クライアントおよびシニアステークホルダーと強力な関係を構築できる優れたコミュニケーションスキル
• ツールとベストプラクティスについてのパートナーチームへのトレーニング、コーチング、支援

• SaaS プラットフォーム、コラボレーションツール、またはユニファイドコミュニケーションソリューションの経験
• カスタマーサクセスツール(例:Gainsight)の知識
• パートナー支援、トレーニング、またはプログラムマネジメントのバックグラウンド
• プロジェクトマネジメントまたはプログラムコーディネーションの経験

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.

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.