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
At Zoom, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions collaboration and innovation. Our UK-based Contact Centre Customer Success Manager role not only provides competitive benefits aimed at enhancing your well-being but also fosters professional growth through meaningful engagement with strategic partners. Join us to be part of a team that values your contributions and supports your career development in a dynamic environment focused on delivering outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zoom. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zoom before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zoom:Your cover letter is your chance to shine! Tell us why you want to work at Zoom specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zoom!
How to prepare for a job interview at Zoom
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
