Zoom Corporation
Manager, Customer Success - Healthcare
Zoom Corporation, Columbus, Ohio, United States, 43224
About the team
Customer Services play a crucial role in improving the customer experience within Zoom. We actively build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.
Responsibilities
Business Impact & Growth
Drive measurable improvements in customer retention, expansion, and satisfaction metrics. Exemplify an outcome/results-oriented approach
Analyze customer usage patterns and success metrics to identify optimization opportunities
Collaborate with Sales and Marketing to develop healthcare-specific value propositions
Present quarterly business reviews to executive stakeholders, demonstrating clear ROI and strategic value
Develop and implement a scalable communication and outreach strategy for managing high-volume healthcare accounts, ensuring consistent engagement while maximizing team efficiency
Team Leadership & Development
Build, mentor, and develop a high-performing team of Customer Success Professionals specialized in healthcare customer engagement
Create clear career development paths for team members with measurable growth objectives
Foster a culture of continuous improvement, innovation, and customer-centricity
Customer Success Strategy
Design and execute tailored success plans for healthcare organizations that align with their specific clinical and operational workflows
Develop healthcare-specific KPIs and success metrics that demonstrate tangible ROI for customers
Implement proactive customer health monitoring systems to identify at-risk accounts and expansion opportunities
Partner with Product teams to represent healthcare customer needs in the product roadmap
Serve as the escalation point for complex customer issues, coordinating resolution across multiple internal teams
Partner with Implementation, Support, and Product teams to ensure seamless customer experiences
Represent the voice of healthcare customers in company-wide initiatives and strategic planning
Contribute to the development of best practices for the broader Customer Success organization
What we're looking for
8+ years of SaaS experience with at least 3 years managing Customer Success teams in mass market environments
Demonstrated experience working with healthcare organizations and understanding their unique challenges
Strong knowledge of video collaboration technology and its applications in healthcare settings
Proven track record of building and scaling high-performing customer success teams
Understanding of healthcare workflows, compliance requirements (HIPAA), and technology adoption challenges
Familiarity with telehealth applications and virtual care delivery models
Knowledge of healthcare IT ecosystems and integration requirements
Strategic thinking with the ability to translate customer needs into actionable success plans
Exceptional leadership skills with experience in coaching, mentoring, and performance management
Strong data analysis capabilities to derive insights from customer usage and satisfaction metrics
Outstanding communication skills, including executive-level presentation and stakeholder management
Ability to navigate complex healthcare organizations and build relationships at multiple levels
Experience with customer success platforms and CRM systems ( Gainsight , Salesforce, etc.)
Salary Range or On Target Earnings:
Minimum:
$140,800.00
Maximum:
$264,000.00
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!
Anticipated Position Close Date:
10/28/25
Ways of WorkingOur 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.
BenefitsAs 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 (https://careers.zoom.us/benefits) for more information.
About UsZoomies 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 (https://form.asana.com/?k=OIuqpO5Tv9XQTWp1bNYd8w&d=1127274756253361) 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.
#LI-Remote
Customer Services play a crucial role in improving the customer experience within Zoom. We actively build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.
Responsibilities
Business Impact & Growth
Drive measurable improvements in customer retention, expansion, and satisfaction metrics. Exemplify an outcome/results-oriented approach
Analyze customer usage patterns and success metrics to identify optimization opportunities
Collaborate with Sales and Marketing to develop healthcare-specific value propositions
Present quarterly business reviews to executive stakeholders, demonstrating clear ROI and strategic value
Develop and implement a scalable communication and outreach strategy for managing high-volume healthcare accounts, ensuring consistent engagement while maximizing team efficiency
Team Leadership & Development
Build, mentor, and develop a high-performing team of Customer Success Professionals specialized in healthcare customer engagement
Create clear career development paths for team members with measurable growth objectives
Foster a culture of continuous improvement, innovation, and customer-centricity
Customer Success Strategy
Design and execute tailored success plans for healthcare organizations that align with their specific clinical and operational workflows
Develop healthcare-specific KPIs and success metrics that demonstrate tangible ROI for customers
Implement proactive customer health monitoring systems to identify at-risk accounts and expansion opportunities
Partner with Product teams to represent healthcare customer needs in the product roadmap
Serve as the escalation point for complex customer issues, coordinating resolution across multiple internal teams
Partner with Implementation, Support, and Product teams to ensure seamless customer experiences
Represent the voice of healthcare customers in company-wide initiatives and strategic planning
Contribute to the development of best practices for the broader Customer Success organization
What we're looking for
8+ years of SaaS experience with at least 3 years managing Customer Success teams in mass market environments
Demonstrated experience working with healthcare organizations and understanding their unique challenges
Strong knowledge of video collaboration technology and its applications in healthcare settings
Proven track record of building and scaling high-performing customer success teams
Understanding of healthcare workflows, compliance requirements (HIPAA), and technology adoption challenges
Familiarity with telehealth applications and virtual care delivery models
Knowledge of healthcare IT ecosystems and integration requirements
Strategic thinking with the ability to translate customer needs into actionable success plans
Exceptional leadership skills with experience in coaching, mentoring, and performance management
Strong data analysis capabilities to derive insights from customer usage and satisfaction metrics
Outstanding communication skills, including executive-level presentation and stakeholder management
Ability to navigate complex healthcare organizations and build relationships at multiple levels
Experience with customer success platforms and CRM systems ( Gainsight , Salesforce, etc.)
Salary Range or On Target Earnings:
Minimum:
$140,800.00
Maximum:
$264,000.00
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!
Anticipated Position Close Date:
10/28/25
Ways of WorkingOur 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.
BenefitsAs 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 (https://careers.zoom.us/benefits) for more information.
About UsZoomies 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 (https://form.asana.com/?k=OIuqpO5Tv9XQTWp1bNYd8w&d=1127274756253361) 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.
#LI-Remote