Partner Success Manager - US

About the Role

Key Responsibilities

Drive Partner Onboarding & Success Planning

• Establish clear success plans and onboarding pathways for partner delivery of Adoption & Renewal best practices
• Collaborate with partner teams to define mutual success criteria and outcomes
• Ensure partners are equipped to deliver consistent, high-quality customer experiences from day one

Increase Stickiness Across Partner-Managed Accounts

• Monitor usage trends and customer health signals across partner-managed accounts
• Drive product activation and engagement through AI tooling and Zoom product-specific lifecycle playbooks
• Identify at-risk customers early and enable partners to take proactive action

Support Retention & Expansion Outcomes

• Collaborate with partner Customer Success teams to reduce churn and mitigate risks
• Develop and implement transferable churn initiatives and knowledge transfer programs to enable partners with scalable retention strategies
• Identify and support expansion opportunities within the partner customer base
• Provide strategic guidance on upsell, cross-sell, and renewal motions

Enable Partners with Tools, Training & Telemetry

• Train partners on Zoom CS tooling (e.g., PARi) and customer health dashboards
• Ensure visibility into customer telemetry, usage data, and proactive risk management signals
• Deliver ongoing enablement on product updates, best practices, and success frameworks

Align Cross-Functionally for Scalable Growth

• Integrate partner teams with Zoom Sales, Renewals, and Global Customer Success organizations
• Drive alignment on customer outcomes, messaging, and go-to-market strategy
• Advocate for partner needs internally and champion scalable partner success programs

Qualifications

Required

• 5+ years of experience in Customer Success, Partner Management, or Account Management
• Proven track record of driving retention, expansion, and customer adoption outcomes
• Experience working with channel partners, resellers, or managed service providers
• Strong analytical skills with the ability to interpret customer health data and usage metrics
• Excellent communication and relationship-building skills across internal and external stakeholders
• Ability to train, coach, and enable partner teams on tools and best practices

Preferred

• Experience with SaaS platforms, collaboration tools, or unified communications solutions
• Familiarity with Customer Success tools (e.g. Gainsight)
• Background in partner enablement, training, or program management
• Experience in project management or program coordination

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 fin