Director, Customer Success - Retention & Renewals

| Greater Denver Area
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About the Team

The Renewals team is an essential part of the Revenue organization charged with continuing the progress of the customers while expanding their revenue. This organization works closely with its counterparts in Customer Success and Sales to keep a strong experience for our client-base.

About the Role

  • Leads a team of global segment leaders directly responsible for but not limited to, renewals & retention teams that investigate, engage and negotiate renewal contracts and risk mitigation activities
  • Meet or exceed renewals and retention targets outlined for the department across all segments, for online and direct churn and renewals
  • Helps create and lead the overarching short and long-term Renewal & Retention strategy with his/her Sr. leadership counterparts
  • Regularly engages internally across Zoom's executive team to provide segment updates and forecasts in addition to helping articulate the future evolution of our collective Renewal & Retention efforts as the Customer Success team evolves
  • Conduct high-level conversations with C-Level and VP-Level Executives of external customers to address business needs
  • Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company
  • Drive team growth through effective and strategic hiring by working cross functionally with the recruitment team, as well as work to educate and promote direct reports
  • Be an innovator that will help our team discover new ways to contribute to our services and drive new business initiatives
  • Work effectively as part of a geographically distributed team
  • Attract top talent for the Renewal & Retention Team with a diverse background and experience
  • Inspiring leadership persona, focusing teams on a philosophy of sales development & execution through a business outcome & client satisfaction approach

About You

  • 5+ years of renewals experience within a SaaS company
  • 5+ years of management experience within a SaaS company
  • Direct SaaS/UCaaS selling experience SaaS video or web conferencing solutions selling experience preferred
  • Strong collaboration and relational skills
  • Business forecasting, pipeline development and management skills are required
  • A proven track record of closed renewals, client satisfaction, & team work
  • Have strong verbal skills with consultative professional business acumen
  • Must be detail oriented, organized, ethical, responsible, & self-motivated
  • Salesforce CRM experience preferred
  • Travel is required

Benefits

At Zoom, we care about our employees, their families, and their well-being. 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.

Colorado Salary Range or On Target Earnings:

Minimum:

$118,890.00 USD

Maximum :

$196,200.00 USD

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. Information about Zoom’s benefits is here. 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 other locations.

Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

Explore Zoom:

  • Hear from our leadership team

  • Browse Awards and Employee Reviews on Comparably

  • Visit our Blog

  • Zoom with us!

  • Find us on social at the links below and on Instagram

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • AWSDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • GitLabServices
    • New RelicServices
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • FigmaDesign
    • SalesforceCRM
    • ClariCRM
    • OutreachEmail
    • KnowledgeTreeEmail
    • ZoomCollaboration
    • We use Zoom for Chat, Meetings, Webinars, Phone and more!Collaboration
    • AsanaProject Management

Location

We are located North of the DTC area. Just a short drive away you can find trendy restaurants, bars, and the Cherry Creek Reservoir!

An Insider's view of Zoom Video Communications

What’s the vibe like in the office?

This office is fun, driven, smart, and happy. We’re proud of each other, our product, and how we work hard to make our customers happy and cared for.

Michael

Developer Advocate

What projects are you most excited about?

Right now, I’m most excited about optimizing our enablement programs at Zoom. As our team grows, it’s vital that we scale our programs and processes thoughtfully to ensure every Zoomie feels comfortable, confident, and equipped for success in their role. Watching individuals evolve as Zoom experts is both fun and fulfilling!

Ashley

Customer Success Operations Manager

How has your career grown since starting at the company?

In my year and a half at Zoom, I’ve had the privilege of moving from a BDR, to a Team Lead, to an Account Executive. Through each step, my manager was transparent, approachable & committed to my own professional growth. Zoom recognizes that not all career paths are the same, and each manager takes an individual approach to identify what drives you.

Nicole

Small/Medium Business Account Executive

How do you empower your team to be more creative?

One of the things I love about Zoom is the trust they have in me that allows me to be creative. Being a leader at Zoom I'm able to watch my team collaborate and teach each other. For me that's creativity. People with different ideas and experiences working together with one purpose. By empowering people to be creative you open the door to success.

Tuckett

SMB VAST Sales Manager

What makes someone successful on your team?

Teamwork is in our day to day, not only with other BDRs, where each can provide different points of view in a situation, but also with the Account Executives that are an indispensable guide to succeed when looking for new clients.

Sandra

Business Development Rep.

What are Zoom Video Communications Perks + Benefits

Zoom Video Communications Benefits Overview

Zoom offers a wide range of benefits and perks to ensure our employees feel supported, enriched and cared for including free books, a wellness credit of $300 per month, and a multitude of Zoom-sponsored activities and celebrations to help you Work Happy.

To deliver this happiness to our employees, Zoom employs above-market and progressive compensation programs. At Zoom, we believe this is achieved through analyzing total direct compensation holistically. We offer all employees equity, allowing them to become owners who are vested in and benefit from the long-term success of the company.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Diversity manifesto
Diversity employee resource groups
Employee Resource Groups include Veterans and Women@Zoom with more on the way!
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Zoom offers a 401(k) plan with automatic enrollment and a separate deferral percentage for bonuses. We match 50% of the first 3% of 401(k) contributions.
Company equity
Employee stock purchase plan
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Relocation assistance
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

Additional Perks + Benefits

Zoom listens to its employees. We’re growing and want our employees to be as happy as possible. One way we deliver this happiness is by continually building our benefits programs to best fit the wants and need of our employees. We also hold monthly Zoom Meetings with the whole company and our CEO Eric Yuan himself addresses questions or concerns submitted by employees. If you want to feel heard and appreciated join us in our ever evolving company and product!

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