Zoom · 2 weeks ago
Head of Customer Experience Operations
United States
Full-time
Remote
Director/Executive
$151K/yr - $330K/yr
15+ years expZoom is seeking a Head of Customer Experience Operations, a senior leadership role responsible for defining and executing the operational strategy that supports the end-to-end post-sales customer lifecycle. The role involves building scalable processes and systems to drive customer retention, renewals, and long-term value realization.
CollaborationInformation TechnologyMessagingSaaSVideo Conferencing
Responsibilities
Leading the design and operationalization of strategies that improve customer retention, reduce churn, and increase lifetime value
Partnering with Sales, Customer Success, Renewals, and Services to align post-sales motions and ensure seamless customer handoffs
Developing data-driven frameworks to assess customer health, identify risk, and prioritize proactive engagement across the lifecycle
Designing and maintaining metrics, dashboards, and reporting to measure CX effectiveness, retention, renewals, and expansion performance
Defining and implement standardized operating processes for customer-facing teams, including onboarding, success planning, QBRs, renewal management, and service delivery checkpoints
Defining and operationalize KPIs such as Net Revenue Retention, Gross Retention, Time-to-Value, NPS, and CSAT
Partnering with Finance, HR, and Operations teams to implement compensation tracking and performance accountability across Customer Success, Renewals, and Services functions
Serving as the primary operational liaison between Sales, Customer Success, Product, Finance, and other Go To Market functions
Qualification
Required
Have Hands-on experience with enterprise CX tech stack (Gainsight, Salesforce, Totango, Zendesk, etc.), data visualization tools, and automation/AI platforms
15+ years of experience in Customer Success Operations, Sales Operations, or Go To Market Operations
Have a minimum of 5+ years in a senior leadership role with enterprise-level scope and cross-functional responsibility
Demonstrate success driving retention, renewals, and expansion in a SaaS or subscription-based business model
Have an undergraduate obtained required at a minimum
Benefits
A variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health
Support work-life balance
Contribute to their community in meaningful ways
Company
Zoom
Zoom is a software company that offers a communications platform that connects people through video, voice, chat, and content sharing.
5001-10000 employees
H1B Sponsorship
Zoom has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (16)
2024 (178)
2023 (144)
2022 (259)
2021 (86)
2020 (34)
Funding
Current Stage
Public CompanyTotal Funding
$276MKey Investors
ARK Investment ManagementSequoia CapitalEmergence Capital
2021-11-04Post Ipo Equity· $130M
2019-04-19Post Ipo Equity
2019-04-18IPO
Leadership Team
Eric Yuan
Founder & CEO
Xuedong Huang
Chief Technology Officer
Recent News
2026-01-07
2025-12-20
Company data provided by crunchbase