At a Glance
- Tasks: Build and scale global partner success programs for CCaaS and UCaaS solutions.
- Company: Join a leading tech company focused on customer and partner experiences.
- Benefits: Enjoy a variety of perks supporting your health, work-life balance, and community involvement.
- Other info: Be part of an award-winning culture that values support and empowerment.
- Why this job: Make a real impact by driving customer success and transformation initiatives.
- Qualifications: 7+ years in Customer Success or related SaaS roles with strong partner management skills.
The predicted salary is between 60000 - 80000 £ per year.
We are seeking a strategic Contact Centre Customer Success Manager to support and scale a global partner success model. This UK‑based role focuses on CCaaS and UCaaS solutions and combines Contact Centre CSM expertise with partner enablement experience. The role is ideal for someone who enjoys building scalable programs and developing effective partner success frameworks. You will work closely with strategic partners to drive customer adoption, retention, expansion, and long‑term value across partner‑managed accounts. As a trusted advisor to partners and internal teams, you will support Contact Centre transformation initiatives, improve customer outcomes, and contribute to business growth.
Our team is focused on delivering world‑class customer and partner experiences through collaboration, innovation, and scalable success strategies. We work cross‑functionally across Sales, Renewals, Product, Marketing, and Customer Success to support strategic partners and customers throughout their lifecycle journey.
Responsibilities
- Building and scaling global partner success programs and engagement strategies for CCaaS and UCaaS solutions
- Designing and implementing onboarding models, playbooks, lifecycle frameworks, and customer success best practices
- Driving customer adoption, retention, utilisation, expansion, and overall customer success outcomes
- Guiding partners through Contact Centre transformation and customer experience improvement initiatives
- Translating technical capabilities into clear business value for technical and executive stakeholders
- Enabling and coaching partner Customer Success teams through training, tools, telemetry, and customer health insights
- Supporting renewal, expansion, and customer engagement strategies across partner‑managed accounts
- Collaborating cross‑functionally with Sales, Product, Marketing, Renewals, and Customer Success teams while advocating for partner and customer needs internally
What we’re looking for
- 7+ years’ experience in Customer Success, Partner Success, or related customer‑facing SaaS roles
- Build and scale Customer Success or Partner Success programs within SaaS, CCaaS, or UCaaS environments
- Manage and grow relationships across channel partners, resellers, MSPs, and global partner ecosystems
- Drive customer outcomes through adoption, retention, utilisation, CSAT, and lifecycle management strategies
- Influence commercial growth through renewals, upsell opportunities, and customer expansion initiatives
- Operate across both direct customer success and indirect partner‑led delivery models
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.
Equal Opportunity Employer
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.
Contact Centre Customer Success Manager employer: Zoom
Zoom is an exceptional employer that fosters a collaborative work culture, encouraging cross-functional alignment and innovation. With a hybrid work model and comprehensive benefits, employees enjoy a supportive environment that prioritises their well-being and professional growth. The opportunity to lead impactful channel marketing initiatives in emerging markets makes this role not only rewarding but also pivotal in shaping the future of the company.
