Customer Success Manager

2 weeks ago

Sydney, Australia Zoom Full time

**About the Team**

We are looking for a Customer Success Manager (CSM) to join our amazing team in Australia. Reporting to our Manager, CSM based in Sydney, 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 ANZ 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 manage the customer lifecycle including onboarding training for new customers, monitoring adoption metrics and conducting business reviews to help customers achieve their business goals
- You will manage ongoing account meetings to communicate best practices
- 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 source upsell and cross-sell opportunities and follow up on renewals to drive portfolio growth
- You will work closely with key internal stakeholders to produce required results
- You will provide an extra hand on ad-hoc basis tasks

**About You**
- Minimum of 5 years experiences of Customer Success Management and experience in SaaS, Cloud, audio & video and CX industry preferred
- Have proven track servicing strategic accounts and working with key channel partners
- Manage your workflow and demonstrating account portfolio planning competency working closely with cross-functional teams (Sales, Renewals, Solution Engineering)
- Have professional business level in English to present to executive and essential decision makers
- Have product knowledge of Video / Audio Collaboration and have the capability to provide customized presentations and demonstrations using web conferencing
- Have an ability to identify use cases and build customer advocac
- Have CSM-focused CRM experience, such as Totango or Gainsight
- Hold a BA/BS degree

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.

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.

**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 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.

**Explore Zoom**:

- Hear from our leadership team
- Browse Awards and Employee Reviews on Comparably
- Visit our Blog
- Zoom with us
- Find us on social at the links below and on Instagram
- View more jobs, sign up for job alerts and join our talent community. Visit the Zoom careers site.

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