Director, Customer Success - Strategic

Redwood City, CA, United States

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OUR VISION: THE WORLD. SUBSCRIBED.

Customers have changed. They’re looking for new ways to engage with businesses. Consumers today have a new set of expectations. They want outcomes, not ownership. Customization, not generalization. Constant improvement, not planned obsolescence.  

In the old world (let’s call it the Product Economy) it was all about things. Acquiring new customers, shipping commodities, billing for one-time transactions. But in today’s new era, it’s all about relationships. More and more customers are becoming subscribers because subscription experiences built around services meet consumers’ needs better than the static offerings or a single product.

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 and author of the best selling book Subscribed). 

As consumers wave goodbye to ownership, join us as we help companies win on their journey to usership!

YOUR MISSION: 

We are seeking a Director for our growing CSM team in North America. The Director will lead a team of 7-10 CSMs in delivering business value for our largest and most important customers.  

As the Director, you will build a strong customer success team through both external hiring of top talent, and internal talent/skill development through coaching. 

You will partner with executive leadership across your portfolio of customers, ensuring they have an advocate inside the organization that maximizes the Zuora experience and ultimately drives revenue retention and growth. We win when our customers win.

You will partner with other leaders (Sales, Services, Product, Support, Marketing) in the region and around the world to deliver a world class customer experience as companies scale their subscription businesses. 

THE OPPORTUNITY:

  • Manage a team of 7-10 CSMs in delivering business value for our largest and most strategic customers in North America
  • Define and drive the strategy and detailed execution plan for each of our Customer Success team, driving faster customer time to value, renewal rates, and growth.
  • Build a strong customer success team through both external hiring of top talent, and internal talent/skill development
  • Coach and develop your CSMs toward delivering on KPIs in product adoption, education, subscription experience, project management, customer satisfaction and achieving value
  • Provide the team with thought leadership, coaching, conducting one-on-ones and career mentorship
  • Participate in, and/or identify, design, and deliver cross-functional projects that support strategic improvements in scaled processes, services, and systems to enable the team to improve Customer Success and CSM efficiency 
  • Continue to hire, build, and lead a high impact team that operates with urgency and drives measurable results.

WHAT YOU’LL NEED TO BE SUCCESSFUL

  • 5+ Years in people management within an enterprise software or SaaS organization
  • 5+ years in a account post sales customer facing role (Account Management, Customer Success, Delivery)
  • Experience building and scaling teams for high growth companies, ideally from one of the following industries: finance, digital marketing, ERP, or another large-scale business system
  • Proven leadership abilities to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee morale
  • Prior experience including management of multi-faceted improvement/resolution programs within complex customer organization and experience of multi-national orgs
  • Proven record of driving measurable customer outcomes and success with large, complex customers
  • Experience leading multiple large, sophisticated technical projects and/or enterprise-level programs
  • Proven record of creating and maintaining business partnerships and relationships “do-er” mentality with a hands-on, passionate, curious, empathetic  approach and the grit to get things done
  • Excellent oral and written communication skills along with an ability to work cross-functionally with a broad range of internal and external clients
  • Outstanding presentation development and delivery skills
  • Experience working with a cross-functional and geographically dispersed team and customer base.
  • Bachelor’s Degree or equivalent experience
  • Previous experience with CSM tools like Gainsight, SFDC, Analytics packages 
  • Preferred location on the west coast in PST/ timezone

 

ABOUT ZUORA & OUR “ZEO” CULTURE

Zuora (NYSE: ZUO) 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-revenue process seamlessly across billing and revenue recognition. Zuora serves more than 1,000 companies around the world, including Box, Ford, Penske Media Corporation, Schneider Electric, Siemens, Xplornet, and Zoom.

At Zuora, we have one CEO but ​every employee is empowered and supported to be the ‘ZEO’ of their own career experience. By embedding inclusion and belonging into our processes, policies and culture, we are building a workplace where our 1,200+ ZEOs across North America, Europe, and APAC can bring all the elements of who they are into their work. In addition to an industry-leading six-month, 100% paid parental leave for all our ZEOs, we also offer programs to support your mental health and give back to our communities along with “career cash” and plenty of learning and development opportunities.

To learn more visit www.zuora.com

Zuora is proud to be an Equal Employment Opportunity Employer.

Think, be and do you! 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.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com. 

 

Apply now


Let’s do this.

You’re unique and we’re on a journey – so let’s embark on a unique journey together. We encourage you to apply to all roles that utilize your skills and ignite the passion within you.

No matter where you’re located, or which team you work on, you’ll be part of a group of people working together to build a better world: The World Subscribed.

Go ahead and apply!

 

 

Get to Know Us

Go ahead, take a look inside #ZEOLife. Meet our ZEOs and learn what it’s like to be a part of our team.

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