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Head of Customer Success - North America

Redwood City, CA, United States

Over the past 15 years, we have seen a shift in the focus of business models across every industry – from selling physical products via one-time transactions to monetizing services via ongoing customer (aka subscriber) relationships. This is the “Subscription Economy” a phrase coined by our CEO, Tien Tzuo, he even wrote the book on it: Subscribed.


Companies have realized that the path to growth going forward is to establish direct, digital relationships with their customers, and monetize these relationships through an ever growing set of digital services. 


Our vision is simple: we call it “The World Subscribed.” It’s the idea that one day every company will join the Subscription Economy — a $1.5 Trillion opportunity by 2025 according to UBS.


Our mission: to power the world’s best companies to win in the Subscription Economy.

The Team & Role

Your Mission: 


We are seeking a Head of North America Customer Success to manage our growing CSM team. The Head of CS will lead a team of CSMs in delivering business value for our largest and most important customers in North America.  


As the Head of North American Customer Success, 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. 

Overall Responsibilities:

  • Manage a team of Managers and Directors across North America with 10-20 CSMs in delivering business value for our largest and most strategic customers across the world
  • Define and drive the strategy and detailed execution plan for each of our North American Business, driving faster customer time to value, renewal rates, lead generation, 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
  • Partner closely with regional leaders (Sales, Services, Support, Marketing) in prioritizing key initiatives to maximize customer success and support account goals.
  • 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 
  • Lead a high impact team that operates with urgency and drives measurable results.

Minimum Required Skills, And Abilities

  • 5+ years in people management within an enterprise software or SaaS organization
  • 5+ years in a technical Customer Success role or product
  • 5+ years in a account post sales customer facing role (Account Management, Customer Success, Delivery)
  • Experience leading multiple large, sophisticated technical projects and/or enterprise-level programs
  • Experience building and scaling teams for high growth companies, ideally from one of the following industries: finance or subscriptions, ERP, digital marketing, 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
  • 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 



  • Competitive compensation, company equity, and retirement programs
  • Medical, dental and vision insurance
  • Paid holidays and “wellness” days and company wide winter break
  • Generous, flexible time off 
  • 6 months fully paid parental leave
  • Learning & Development stipend
  • Opportunities to volunteer and give back, including charitable donation match
  • Free resources and support for your mental wellbeing  


*Specific benefits offerings may vary by country 


About Zuora 

As the Subscription Economy leader, Zuora empowers today’s innovative companies to nurture and monetize direct, digital relationships. Our award-winning multi-product portfolio now includes Zuora Revenue, Zuora Collect and Zuora Central Platform. More recently, we’ve added subscription experience platform Zephr to our family, further expanding our capabilities to serve as an intelligent hub that monetizes the complete quote to cash and revenue recognition process at scale.


Through our combination of technology and expertise, Zuora (NYSE: ZUO) helps more than 1,000 companies around the world, including BMC Software, Box, Caterpillar, General Motors, Penske Media Corporation, Schneider Electric, Siemens and Zoom nurture and monetize direct, digital customer relationships. Headquartered in Silicon Valley, Zuora operates offices around the world in the U.S., EMEA, APAC and LATAM.


“ZEO” Culture

At Zuora, we’re building an inclusive, high-performance culture that every ZEO wants to subscribe to. We want ZEOs at every level to feel valued, included, and inspired to innovate, connect and collaborate authentically as we pioneer the Subscription Economy. You’ll be empowered to think like an owner, take initiative and together, with the support of your team you’ll push each other to the next level and help transform business models everywhere.


To learn more visit


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)

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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