Named Customer Success Manager

Zoom • Washington, DC

13d • Hybrid

About The Position

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. 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.

Requirements

• 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
• Preference will be given to candidates who reside in or are able to work standard business hours aligned to the Pacific (PST) time zone to support team and customer collaboration.
• This role supports Western U.S. territories across the Pacific time zone (CA, WA, OR, NV).

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

Benefits

• Award-winning workplace culture
• Commitment to delivering happiness
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed