CX Partner Implementation Success Manager

We're looking for a Manager, Technical Partner Advisory to lead a team of ZCX Partner Technical Advisors responsible for driving successful partner-led implementations, customer adoption, and long-term retention across Zoom's Customer Experience portfolio.
This role combines people leadership with deep Contact Center, Virtual Agent, and Workforce Engagement Management expertise — you'll set the strategy, build the team's capabilities, and ensure your region delivers consistent, high-quality outcomes through Zoom's partner ecosystem.

Your mission is to build and develop a high-performing team that equips Zoom's strategic partners to confidently deploy, support, and grow Zoom CX solutions across their customer base — at scale and without heavy Zoom involvement.
You'll be accountable for the team's collective impact on retention, adoption, and expansion while serving as the senior technical voice connecting Zoom Product, Engineering, Partner teams, and the service providers delivering Zoom Customer Experience every day.

• Recruit, coach, and develop a team of global Technical Partner Advisors, fostering a culture of ownership, technical excellence, and customer-centricity.

• Set clear goals and performance expectations aligned with retention, adoption, and partner satisfaction KPIs. Conduct regular 1:1s, calibrations, and career development conversations.

• Identify skill gaps across the team and drive targeted enablement — ensuring every advisor can operate confidently across the full Zoom CX product set.

• Define and own the regional strategy for partner-led customer success and retention, balancing day-to-day operational support with long-term ecosystem growth.

• Establish and enforce technical standards, best practices, and playbooks that create a consistent, high-quality experience across all partner-led engagements.

• Design scalable adoption frameworks — including onboarding plans, capability assessments, and adoption pathways — and ensure partners are equipped to execute them independently.

• Maintain visibility across the team's full customer portfolio. Prioritize where the team spends its time based on churn risk, expansion potential, and strategic importance.

• Build and refine early-warning systems for deployment health and customer engagement signals, ensuring risks are surfaced and addressed before they become churn events.

• Escalate and coordinate remediation for high-severity customer risks, partnering with senior stakeholders and partners to drive resolution.

• Partner with ZCX Partner SEs and enablement teams to shape and deliver partner enablement motions that reduce day-2 operational issues and drive self-sufficiency.

• Ensure the team stays current with Zoom's rapid feature development and can translate new capabilities into partner-facing guidance and customer value.

• Oversee install base data accuracy, service contract renewal management, and expansion opportunity identification across the team's portfolio.

• Represent the team's field perspective in cross-functional forums with Product, Engineering, Partner, and Solution Engineering leadership.

• Aggregate and prioritize partner and customer feedback to influence the Zoom CX enablement roadmap, product improvements, and documentation strategy.

• Build strong relationships with peer managers and senior leaders to ensure alignment and remove blockers for the team.

• Minimum of 10 years of technical experience with Customer Experience solutions (Contact Center, Workforce Engagement, Virtual Agents), with at least 3 years in a people management or team lead role.

• At least 7 years of customer-facing experience.

• Experience working within or closely alongside a CX Practice at a Systems Integrator partner or equivalent environment.

• Proven track record of managing teams that deliver complex CCaaS solutions for enterprise customers.

• Previous experience in account management, customer success, or partner collaboration within the technology sector, with demonstrated ability to manage and prioritize a large portfolio across a team.

Strong knowledge of:

• CCaaS and/or Virtual Agent technologies, including AI-driven customer experience solutions.

• CRM integrations (Salesforce, Microsoft Dynamics, ServiceNow, HubSpot, Zendesk) and proficiency in CRM software.

• Data analytics and reporting tools to measure contact center performance and customer experience metrics.

• Compliance requirements and security best practices for contact center environments (GDPR, HIPAA, PCI-DSS).

• Proven ability to hire, develop, and retain high-performing technical talent.

• Strong coaching and mentorship skills — you can raise the bar for a team while keeping morale and engagement high.

• Strategic thinking to balance urgent operational needs with long-term team and partner ecosystem development.

• Data-driven decision-making with the ability to synthesize portfolio-level trends and translate them into team priorities.

• Excellent communication and stakeholder management skills across technical and executive audiences.

• Proactive risk identification at the portfolio level, with sound judgment on when to escalate and when to empower the team.

• Customer-centric mindset focused on driving retention, adoption, and satisfaction at scale.

You think in team outcomes, not individual heroics. You see your team's combined customer portfolio as a business to protect and grow — and you build the systems, standards, and people to do it sustainably.

You enjoy developing advisors into trusted ZCX experts and making complex partner ecosystems run smoothly. You're proactive, data-driven, and comfortable making prioritization calls in a fast-moving product environment.

You take ownership of building a team that can equip partners to succeed across the entire customer journey — from deployment through renewal — and you hold yourself accountable for the results. You collaborate tightly with Product, Engineering, Partner, and Customer Success leadership, and you're energized by the challenge of turning technical depth into scalable retention and expansion across an entire region.

Salary Range or On Target Earnings:

Minimum:

Maximum:

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!

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.