• Execute on established scaled strategies to elevate the new customer onboarding experience • Focus on the key metric of driving time-to-value and ROI by enabling rapid and successful onboarding, adoption, and business value for customers • Deliver the onboarding playbook including quickly building rapport with new end users, understanding their business use case and goals, delivering new user product training • Monitoring a high volume of customer accounts (±1000) for key risk measures, growth opportunities and overall health • Proactively engage sales and partner communities to drive awareness of Customer Success and bring in new end users to the program • Lead cross-functional collaboration with sales, support, and product teams

• Lead a team of 8-10 Lead CSM's that is dedicated to delivering a remarkable total customer experience • Support and direct new and existing Lead CSMs in strategies to build durable customer value • Serve as a coach and a leader, helping to develop the skills of your team as they grow in their career • Manage day-to-day operations of your team including: maintaining an accurate forecast, managing escalations from your direct reports, ensuring the delivery of high quality engagements throughout the customer lifecycle, and ensuring teams properly document activities in a timely manner • Champion initiatives to foster diversity, inclusion and belonging within the team and among peers in management • Analyze customer and performance data to make informed decisions about operational and process changes • Contribute to and co-manage segment and organization-wide initiatives to enable CSMs

• Proaktive Betreuung unserer B2B-Kund:innen inklusive kontinuierlicher Evaluation der eingesetzten Tools und Ableitung von Optimierungsansätzen • Spezialisierung auf den Schweizer Kundenstamm mit Verantwortung für technische und organisatorische Entscheidungen • Strukturiertes Onboarding für unsere neuen Kund:innen zur Sicherstellung einer optimalen Produktnutzung • Beratung von B2B-Kund:innen aus unterschiedlichen Branchen bei technischen und organisatorischen Fragestellungen in enger Zusammenarbeit mit Tech, Customer Service, Project Management, Business Development, Engineering und Product • Unterstützung bei der Koordination und Kommunikation innerhalb laufender Projekte • Systematische Sammlung und Weitergabe von Kundenfeedback an das Product-Team zur kontinuierlichen Weiterentwicklung des Produkts • Betreuung der Kund:innen nicht nur remote, sondern auch vor Ort, um optimale Beratung und Unterstützung sicherzustellen.

What you can expect The Named Account Customer Success Manager will build relationships with internal teams & customers ensuring successful deployment of Zoom products and services. Your efforts will drive customer satisfaction,retention and happiness. Named Account CSM requires deep experience in UcaaS/Zoom and/or Video Collaboration products / services. About the Team The Customer Success team prioritizes helping clients maximize Zoom's value while fostering collaboration across departments for seamless experiences. We thrive in an inclusive, innovative environment that celebrates diverse perspectives. This role seeks an experienced Named Account Customer Success Manager (CSM) to support top accounts in the United States. Focused on large accounts managing $1.5–$2.5 million in monthly recurring revenue, this position builds lasting relationships to ensure successful Zoom product deployments. Efforts aim to enhance satisfaction, retention, and overall happiness, contributing to shared success while maintaining a customer-centric approach. Responsibilities - Building and nurturing long-term relationships with key stakeholders across assigned accounts - Managing the full customer lifecycle, from onboarding to adoption and renewal - Monitoring account health metrics and identifying opportunities to reduce risk and increase adoption - Creating and delivering business reviews that highlight outcomes, ROI, and areas for optimization - Partnering with cross-functional teams to enhance internal processes and customer engagement - Expanding customer portfolios by identifying opportunities for additional products and services - Sharing customer insights and trends with internal teams to enhance product development and support What we’re looking for - Bring 3+ years of experience supporting Named or Enterprise accounts in SaaS, UCaaS, or video collaboration industries - Apply knowledge of Zoom products and services, with expertise in at least one product line - Manage a portfolio of 15–30 complex accounts with attention to detail and strategic thinking - Thrive in a dynamic environment and adapting to changing priorities with a collaborative mindset - Communicate clearly and effectively, including presenting to executives and key decision-makers - Travel as needed, including customer visits and participation in events or executive briefings - Work in or near the same time zone as assigned accounts Salary Range or On Target Earnings: Minimum: $105,500.00 Maximum: $224,100.00 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! Anticipated Position Close Date: 06/30/26 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. #LI-Remote