Digital Customer Success & Scaled Operations

Zoom

2d • Hybrid

About The Position

You will develop and expand the framework for Digital and Scaled Customer Success, enabling Zoom to drive proactive adoption, risk reduction, and lifecycle engagement effectively. Responsibility includes managing the complete digital customer success process, from automated onboarding and engagement prompts to digital renewal preparation. This ensures customers in the scaled segment experience consistent, data-driven interactions without depending on manual processes. About the Team We are the operational backbone of Zoom's post-sales organization, serving Customer Success, Renewals, and Professional Services. We partner across CS Leadership, Enablement, Data Science, and RevOps to build systems and governance. We enable predictable customer outcomes at scale during a transformative period of growth.

Requirements

• 7+ years of experience in Digital Customer Success, Scaled CS Operations, Customer Marketing, or Lifecycle Operations within a B2B SaaS environment
• Hands-on experience building and managing automated customer journeys, digital campaigns, and tech-touch engagement programs at scale
• Deep expertise with journey orchestration platforms such as Gainsight, Totango, or ChurnZero and CRM systems like Salesforce for campaign design, automation, and reporting
• Design segment-based operating models that balance cost efficiency with customer experience quality across low-touch, pooled, and digital-only tiers
• Define and track digital CS metrics including activation rates, campaign engagement, digital adoption lift, cost-to-serve, and segment-level GRR/NRR influence
• Build cross-functional partnerships with CS, Renewals, Product, Enablement, and Data Science teams to align digital motions with the broader lifecycle framework
• Communicate effectively across technical and business audiences, translating data insights into actionable operational improvements
• Design and optimize self-service experiences including in-app guidance, knowledge base journeys, and automated onboarding flows

Responsibilities

• Designing and operationalizing the end-to-end Digital and Scaled CS operating model, including tech-touch onboarding, automated adoption journeys, scaled success plans, and digital renewal readiness for long-tail customers
• Building automated customer engagement motions such as adoption nudges, underutilization alerts, feature activation prompts, triggered by usage signals, lifecycle stage, and risk indicators
• Defining segment-based scaled journeys across low-touch, pooled, digital-only, and hybrid models with clear criteria for customer segmentation, motion assignment, and tier escalation
• Tracking and reporting key metrics that influence GRR and NRR for scaled segments, including digital coverage, campaign engagement, activation completion, and cost-to-serve trends
• Partnering with CS Ops, Renewal Ops, Product Adoption Experts, and Enablement teams to integrate digital motions seamlessly with the broader customer lifecycle framework and handoff protocols

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
• Contribute to their community in meaningful ways

What This Job Offers

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