Customer Success Manager - Upmarket Accounts - Eastern Canada

We are looking for an amazing Customer Success Manager (CSM) located in Eastern Canada to join our world-class team.
The CSM will play a key role in driving customer success, renewals and expansion of Upmarket accounts (over $20K US in MRR) for our Canadian accounts. You will be a trusted advisor to our customers, where you help them to fully adopt the Zoom platform.
Whether you’ve been an individual contributor or a customer success leader, your contributions will directly impact our most trusted partners and the Zoom ecosystem. We’re looking for a self-motivated, highly driven individual who is ready to join our growth journey and deliver happiness to the masses.
You Will

• Serve as the primary POC who will manage all aspects of the customer lifecycle. From deployment and product adoption to alignment with the customers long-term goals for their Zoom service.
• Identify and collaborate with the cross-functional teams for expansion, upsell, and additional service/support opportunities within accounts.
• Analyze customer account trends and provide feedback to internal stakeholders to ensure quality standards, customer requirements, and features are properly deployed and addressed.
• Develop and maintain long-term relationships with stakeholders to become advocates on behalf of Zoom.
• Conduct business reviews to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality and communicate new feature releases.
• Closely manage and nurture accounts to identify and eliminate risk attribution.
• Plan and perform on-boarding and training for new and existing customers.
• Create and deliver monthly reports to highlight product insights, ROI, and provide ongoing recommendations for further optimization.
• Own the ultimate success of our Canadian customers in your territory, ensuring they realize the full value of the Zoom platform.

You Have

• Great interpersonal skills with a customer-centric attitude, and possibly even super powers.
• The ability to deliver customized presentations and demonstrations via web conference.
• 5+ years experience and a proven track record managing strategic accounts.
• Travel may be required as needed for customer engagements.
• Previous experience working in a Client or Customer Success role within one of these industries: Cloud/SaaS and audio video vendors.
• Strong product knowledge of Video / Audio Collaboration with ability to articulate how to best use and deploy the service.
• Experience with Salesforce, Totango, Gainsight or similar CRM tools.
• Ability to multi-task across a high number of accounts at any given time.
• A Bachelor's Degree or similar experience.
• Excellent verbal and written communication skills, including ability to present to executive and key decision makers.
• The ability to demonstrate account portfolio planning competency, ability to prioritize work and strong time management skills are required.

Nice To Have

• French speaking
• Full business-level proficiency in Quebecois.
• Technical experience in the UCaaS world
• Previous sales experience, cross selling and upselling

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 [email protected].
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.
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