Head of Customer Success EMEA

Zoom Video Communications
London
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 8+ yearsSkills: ["Leadership","Mentoring","Strategic planning","Cross-functional collaboration","Customer focus"]

Own overall revenue retention and product adoption for a large EMEA customer portfolio and ARR, leading and mentoring regional customer success teams. Drive regional strategy for customer satisfaction, retention, and growth in partnership with global customer success leadership. Scale enterprise SaaS customer success operations through transformation, delivering measurable improvements in GRR, product adoption, and customer satisfaction while guiding leaders and CSMs toward clear objectives.

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FursaFursa
Zoom Video Communications
Zoom Video Communications
1 day ago

Head of Customer Success EMEA

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Last checked: 13 hours agoStatus: Live

Job Summary

Own overall revenue retention and product adoption for a large EMEA customer portfolio and ARR, leading and mentoring regional customer success teams. Drive regional strategy for customer satisfaction, retention, and growth in partnership with global customer success leadership. Scale enterprise SaaS customer success operations through transformation, delivering measurable improvements in GRR, product adoption, and customer satisfaction while guiding leaders and CSMs toward clear objectives.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Lead overall revenue retention and product adoption for a large EMEA customer portfolio and ARR.
  • •Execute regional strategy for customer satisfaction, retention, and growth with global customer success leadership.
  • •Lead and mentor regional customer success teams across EMEA.
  • •Scale enterprise SaaS customer success operations through transformation to improve GRR, product adoption, and satisfaction.
  • •Drive complex, cross-functional delivery with sustainable, aligned outcomes.
Travel: Medium travel

Key Requirements

  • •8+ years of senior customer success management leadership in Enterprise SaaS.
  • •5+ years as a 2nd line leader in customer success.
  • •Strong understanding of Enterprise SaaS business models and strategies, using insights to drive strategic growth.
  • •Proven examples of improved GRR, product adoption, and customer satisfaction.
  • •Fluency in English and international travel willingness within EMEA (~25% of the time).
Experience:8+ yearsEnterprise SaaSSaaS
Skills:LeadershipMentoringStrategic planningCross-functional collaborationCustomer focus
Languages:English

Company Brief

Zoom Video Communications
Provides video conferencing, chat, phone, webinar, and collaboration software for businesses, schools, and individuals. Its platform is widely used for remote meetings, virtual events, and hybrid work communication.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 2011
WebsiteLinkedIn