Customer Success Manager, Education

About this role

About The Role
This role offers the opportunity to work with flagship higher education institutions on a platform that's become mission-critical to teaching, learning, and campus operations — moving from a point solution to a comprehensive communication ecosystem. You'll have the scope to influence how hundreds of universities deploy AI-powered collaboration tools at scale, with the resources of a market leader and the autonomy to architect success strategies for complex, multi-stakeholder environments that other CSMs never touch.


We are looking for an amazing Customer Success Manager (CSM) to join our team. The ideal candidate will build strong relationships with higher education customers, ensuring successful deployment of Zoom products and services. Your efforts will drive customer satisfaction and happiness.


The Customer Success Manager (CSM) serves as a trusted advisor to customers, overseeing deployment, driving product adoption, and managing the full customer lifecycle to ensure long-term success and satisfaction


Requirements

• Develop and maintain long-term relationships with stakeholders within assigned accounts.
• Conduct on-going account meetings to discuss best practices, share use cases, communicate feature updates, and make strategic recommendations to help customers maximize Zoom’s capabilities.
• Plan and conduct onboarding and training for new customers to ensure their success throughout the customer journey.
• Closely manage customer health metrics to proactively identify and eliminate risk attribution.
• Create and deliver customer success plans to highlight customer successes, ROI and provide on-going recommendations for further optimization to ensure that value is seen.
• Expand current portfolio by understanding customer needs and identifying opportunities for expansion to additional products and services.
• Analyze customer account trends and provide feedback to internal stakeholders to ensure quality standards, cust...