Senior Customer Success Operations Lead

What you can expect
You will design and scale operational programs that drive customer adoption, retention, and expansion across the Customer Success organization. You will partner with leadership to translate strategy into lifecycle frameworks, health scoring models, and data-driven insights. You will shape how teams deliver consistent outcomes as the business grows.

About the Team
We build the operational foundation for post-sales customer success. Our team partners across functions to create scalable processes, insights, and governance. We enable predictable outcomes and long-term customer value.

Responsibilities

• Leading operational initiatives that improve customer lifecycle management from onboarding through renewal, partnering with Customer Success leadership

• Building dashboards and reporting frameworks that surface insights on retention, adoption, expansion, and customer health for leadership decision-making

• Defining operational requirements and partnering with systems teams to implement solutions across customer success platforms

• Collaborating cross-functionally with Renewals, Sales, Product, Finance, and Analytics teams to align execution across the customer lifecycle

What we’re looking for

• Bring 8+ years of experience in Customer Success Operations, Revenue Operations, or go-to-market operations roles

• Demonstrate deep experience supporting Customer Success organizations within SaaS or subscription-based businesses

• Apply hands-on expertise with customer success platforms including program configuration, health scoring, reporting, and lifecycle management

• Build dashboards, analyze data, and translate insights into operational improvements using dynamic analytical capabilities

• Design and implement scalable operational processes in fast-growing environments

• Communicate effectively across functions and manage stakeholder relationships at all levels

• Operate in ambiguous environments and bring structure to complex business challenges

• Lead complex cross-functional initiatives impacting customer retention and lifecycle management

• Partner with Data Science or Analytics teams on predictive models or advanced customer insights

• Work with CRM systems, customer data platforms, and business intelligence tools

Salary Range or On Target Earnings:

Minimum:

Maximum:

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!

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.