Contact Centre Customer Success Manager

What you can expect

We are seeking a strategic Contact Centre Customer Success Manager to support and scale a global partner success model. This UK-based role focuses on CCaaS and UCaas solutions. And will combine Contact Centre CSM expertise and partner enablement experience. This role is ideal for someone who enjoys building scalable programs and developing effective partner success frameworks. You will work closely with strategic partners to drive customer adoption retention expansion and long-term value across partner-managed accounts. As a trusted advisor to partners and internal teams you will support Contact Center transformation initiatives improve customer outcomes and contribute to business growth.

About the Team

Our team is focused on delivering world-class customer and partner experiences through collaboration innovation and scalable success strategies. We work cross-functionally across Sales Renewals Product Marketing and Customer Success to support strategic partners and customers throughout their lifecycle journey. We are passionate about helping organisations modernise their customer experience operations. While ensuring partners are fully equipped with the tools frameworks and insights needed to succeed in a fastpaced global environment.

Responsibilities

• Building and scaling global partner success programs and engagement strategies for CCaaS and UCaaS solutions

• Designing and implementing onboarding models playbooks lifecycle frameworks and customer success best practices

• Driving customer adoption retention utilisation expansion and overall customer success outcomes

• Guiding partners through Contact Center transformation and customer experience improvement initiatives

• Translating technical capabilities into clear business value for technical and executive stakeholders

• Enabling and coaching partner Customer Success teams through training tools telemetry and customer health insights

• Supporting renewal expansion and customer engagement strategies across partner-managed accounts

• Collaborating cross-functionally with Sales Product Marketing Renewals and Customer Success teams while advocating for partner and customer needs internally
  

What were looking for

• 7 years experience in Customer Success Partner Success or related customer-facing SaaS roles
• Build and scale Customer Success or Partner Success programs within SaaS CCaaS or UCaaS environments
• Manage and grow relationships across channel partners resellers MSPs and global partner ecosystems
• Drive customer outcomes through adoption retention utilization CSAT and lifecycle management strategies
• Influence commercial growth through renewals upsell opportunities and customer expansion initiatives
• Operate across both direct customer success and indirect partner-led delivery models

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.
Were 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. Were 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 knowwere here to support you at every step.

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