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About the Role
The Head of Customer Success, EMEA will be responsible for overall revenue retention and product adoption of a large portfolio of customers and ARR, leading and mentoring regional customer success teams across EMEA. You will execute on regional strategy for customer satisfaction, retention and growth in coordination with the global customer success organization and strategy. The ideal candidate has experience in scaling Enterprise SaaS customer success operations through transformation, with referenceable improvements to GRR, product adoption, and customer satisfaction. A proven track record in EMEA customer success management and deep understanding of markets, cultures, and business practices are required.
Responsibilities
- Lead and mentor regional customer success teams across EMEA.
- Execute on regional strategy for customer satisfaction, retention and growth in coordination with the global customer success organization and strategy.
- Empower and inspire CS leaders and CSMs to deliver on a vision and set of objectives.
- Demonstrated ownership of complex and cross-functional delivery with sustainable and aligned outputs.
Requirements
- 8+ years of senior customer success management leadership in Enterprise SaaS
- 5+ years as a 2nd line leader in customer success
- Solid understanding of Enterprise SaaS business models and strategies, leverage insights for strategic growth and guide your team
- Concrete examples and references of improved GRR, product adoption, and customer satisfaction
- Have fluency in English
- Have a willingness to travel internationally within EMEA (~25% of the time)
Skills
- Customer Success Management
- Enterprise SaaS
- Leadership
- Mentoring
- Strategy Execution
- Revenue Retention
- Product Adoption
- Customer Satisfaction
- Team Leadership
- Cross-functional Delivery
- English Fluency
Location
- EMEA
Work Type
- Hybrid
- Remote
- In-Person
Experience Level
- Senior
- 2nd line leader
Benefits
- 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
About the Company
- 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.
Equal Opportunity
- 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.
- Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings.
- Please refer to our candidate privacy statement for more information of how we use your data.