Global Head of Customer Success

Customer Success | San Mateo, CA, United States

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For the last 100 years, companies have operated primarily under a product-centric business model, where the goal was to make, ship, and sell more units. Today, there’s a demand to have products and services delivered on a continual, subscription basis; to upgrade and access new innovations and features constantly. This is the end of ownership and it changes everything. Our vision is “The World Subscribed” where one day every company will be a part of the Subscription Economy® (a phrase coined by our CEO, Tien Tzuo).

Zuora’s leading, cloud-based software solution automates all subscription order-to-revenue operations in real-time for any business. Companies in any industry can launch new businesses, shift products to subscription, implement new pay-as-you-go pricing and packaging models, gain new insights into subscriber behavior, and disrupt market segments to gain competitive advantage. 

Our growth story is only just beginning and we’re seeking a proven Vice President, Customer Success to build, lead and scale a best-in-class global Customer Success team capable of supporting Zuora’s growth ambitions: to be the company to whom the world’s best companies turn to for driving the technology and business transformations necessary to win in the Subscription Economy. 

This role will report into our Chief Revenue Officer, Robbie Traube who recently joined Zuora and brings a new focus on our customers and the importance of their relationship with Zuora. In this highly visible position,  you will leverage our strong foundation to help drive radical business transformation with an emphasis on consistency, predictability and efficiency that will ultimately translate our current leadership position into long-term, durable growth. As a key leader, you are relentlessly passionate about the success and experience of customers and know that the only way to achieve this is by developing and coaching a strong team. A team that creates strategic, lasting relationships with our most important clients from successful launches to identification of new use cases, and ongoing strategic support that increases satisfaction, maximizes the Zuora experience and ultimately drives revenue retention and growth. We win when our customers win. 

Join us and make shift happen!

What you’ll do & achieve:

  • In partnership with the CRO, define the go-to-market approach for the CSM team. Reevaluate the structure, objectives and activities of the team in anticipation of  our growth path to being a $1B company
  • Drive and own customer retention, including reporting out to the Zuora exec staff and designing solutions to minimize customer churn and raise customer sentiment.
  • Craft the strategic direction and drive ongoing innovation within  the Customer Success organization, working with other organizations like Sales, Product and Global Services as well as with our Chief Customer Officer.
  • Support  the on-boarding and launch of new customers and use cases, accelerating time to revenue for the customer and Zuora.
  • Retain and grow the revenue for existing Zuora customers, owning renewal of customer base and churn target
  • Engage with the regional sales organizations to ensure proper positioning and engagement of Zuora’s Customer Success management.
  • Partner with sales leadership to build strong processes and engagement frameworks that will ultimately grow Zuora revenue via upsells while providing an ideal customer experience.
  • Attract, hire and retain a high-potential team of highly skilled Customer Success leaders with regional and global customer responsibilities.
  • Define operational metrics, objectives and key results for the organization.  Achieve operational excellence by continuous measurement and communication of these to peers and leadership.  
  • Standardize CSM customer engagement and measure its impact at each stage of the customer lifecycle.
  • Serve as a key  “Voice of the Customer” internally at Zuora, as well as serve as Executive Sponsor and key business partner for strategic customers.

What you’ll need to be successful:

  • 10+ Years in a customer-facing, Customer Success leadership role in enterprise software or software-as-a-service 
  • Experience at the VP level building and leading global teams at scale with a strong operational track record
  • Strong history of mentorship; you’ve left a legacy of successful and motivated teams
  • A servant-leader approach to management; you care about your team and their success both as a group and as individuals
  • Strong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making and assessment
  • A passion for Customer Engagement and service mentality
  • Excellent communication and presentation skills, both verbal and written
  • Proven record of creating and maintaining business partnerships and relationships
  • A “do-er” mentality with a hands on, passionate, curious, persistent approach and the grit to get things done

About Zuora

Zuora provides the leading cloud-based subscription management platform that functions as a system of record for subscription businesses across all industries. Powering the Subscription Economy®, the Zuora platform was architected specifically for dynamic, recurring subscription business models and acts as an intelligent subscription management hub that automates and orchestrates the entire subscription order-to-cash process, including billing and revenue recognition. 

At Zuora, every employee is the CEO of their career and leading our mission are over 1,200 passionate and innovative ZEOs who value freedom, responsibility and accountability in equal measure because they have the capacity to make shift happen. Our culture isn’t an empty branding effort – our ZEOs love working here and it shows in our rating on Glassdoor. We take it very seriously. We encourage our employees to be curious, creative, and stay focused on our shared mission of enabling our customers to be successful.

Zuora serves more than 1,000 companies around the world, including Box, Komatsu, Rogers, Schneider Electric, Xplornet and Zendesk. Headquartered in Silicon Valley, Zuora also operates offices in Atlanta, Boston, Frisco, Denver, San Francisco, London, Paris, Beijing, Sydney, Chennai and Tokyo. 

At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an equal opportunity employer committed to creating an inclusive environment for all. 

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