Head of Customer Success Transformation

Role overview

This position leads Zoom’s Customer Success transformation work, turning strategy into repeatable operating capability. The role is responsible for redesigning how customer outcomes are measured and delivered across global teams, with a clear focus on improving retention, adoption, and revenue growth.

About the team

The team works across Zoom’s worldwide enterprise customer base to deliver outcomes at scale. It partners closely with Revenue, Sales, Product, and Finance to drive change, strengthen execution, and show how Customer Success contributes to business performance.

Key responsibilities

• Own the full transformation roadmap across operating model design, measurement systems, engagement frameworks, and cross-functional dependencies, while prioritizing workstreams for pace and clarity.
• Create the measurement base needed to prove Customer Success influence on retention, adoption, and expansion, supporting specialist motions and monetized offerings.
• Lead executive operating reviews and reporting cycles that keep leadership informed on transformation progress, accountable owners, delivery timing, and revenue outcomes.
• Build alignment with Sales, Renewals, Operations, Product, and Finance when shared commitment is required to deliver transformation milestones.
• Make sure new processes, tools, and metrics actually change day-to-day behavior from leaders to managers to individual contributors through enablement and ongoing inspection.

What the company is looking for

• 10+ years of experience in Customer Success, revenue operations, or go-to-market strategy, or equivalent hands-on experience.
• 5+ years leading global or multi-region Customer Success organizations or transformation programs at enterprise SaaS scale.
• A demonstrated record of guiding a Customer Success function through major operating-model change and tying the work to measurable business results.
• Strong command of Customer Success platforms such as Gainsight or similar tools, plus Salesforce, business intelligence tools, and metrics design.
• Comfort working with C-level stakeholders and influencing peers across functions and organizational boundaries.
• Ability to break ambiguity into sequenced, dated deliverables and focus on business outcomes rather than activity alone.
• Experience framing initiatives in revenue terms, phasing financial impact by quarter, and partnering with Finance on forecasting.
• Background in monetizing Customer Success or scaling specialist coverage models.

Compensation and pay structure

The listed salary range or on-target earnings for this role is $195,200 to $366,000. Zoom notes that total direct compensation may also include base pay, bonus, and equity value. Final pay will depend on qualifications, experience, and location-based compensation guidelines.

Application timing

Zoom provides at least a 5-day application window. The anticipated closing date for this position is 07/17/26.

Ways of working

This role follows Zoom’s structured hybrid working model, though the posting identifies the role itself as remote. Zoom’s work style options may be Hybrid, Remote, or In-Person depending on the role.

Benefits

Zoom offers a benefits program designed to support physical, mental, emotional, and financial well-being, work-life balance, and community involvement. The company describes the package as part of its award-winning workplace culture and a commitment to delivering happiness.

About Zoom

Zoom builds communication and collaboration tools that help people stay connected and work more effectively together. Its product ecosystem includes Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

The company describes itself as fast-moving and customer-focused, with opportunities to grow in a collaborative environment that encourages skill development and career advancement.

Hiring commitment and accommodations

Zoom says it is committed to fair hiring practices and evaluates candidates based on skills, experience, and potential. Candidates who need an accommodation during the hiring process can request support, including help for a qualifying medical disability.

Interviewing may be supported by BrightHire, which can include recordings to help create a more consistent interview experience. Zoom also directs candidates to its privacy statement for details on data use.