Senior Customer Success Manager

About the Role

Lead the adoption of Zoom's AI-driven platform among enterprise clients in the Kingdom of Saudi Arabia. Establish trusted advisory partnerships with key senior stakeholders. Play a pivotal role in shaping customer retention and driving revenue growth within this strategic market.

Team Overview

Our team ensures that enterprise customers derive continuous value from Zoom’s offerings. We collaborate across the EMEA region supporting a varied portfolio of accounts, transforming customer objectives into business growth.

Key Responsibilities

• Design and implement customized success strategies for KSA enterprise clients aimed at enhancing product adoption, increasing customer retention, and expanding account value.
• Develop and nurture trusted advisory relationships with senior decision-makers by aligning Zoom's capabilities with their strategic needs.
• Analyze customer usage data, trends, and health indicators to provide actionable, data-supported recommendations that boost retention and growth.
• Utilize artificial intelligence effectively to increase operational efficiency, enrich customer insights, and enhance the quality of deliverables and results.
• Collaborate cross-functionally with Sales, Product, Marketing, and Support teams to consolidate feedback, mitigate risks of client churn, and elevate team knowledge.

Candidate Profile

• Proven ability to build and sustain relationships across multiple organizational levels within complex enterprises.
• Extensive experience in customer success or account management within B2B SaaS sectors.
• Strong proficiency in account portfolio planning, prioritization, and excellent time management.
• Demonstrated history of managing and growing enterprise-level accounts, preferably in regulated industries.
• Commercial acumen to influence renewals, upselling, and product expansion discussions.
• Expertise in translating complex technical concepts into clear business value comprehensible to both executive and operational audiences.
• Comfortable working across different time zones in a remote-first setting, with availability for regular travel to client meetings and events.
• Self-driven, capable of independently resolving problems and adapting quickly in a dynamic environment.
• Experience using customer success platforms like Gainsight and Salesforce to monitor engagement and outcomes.
• Fluent in both English and Arabic languages.

Working Methodology

The role follows a structured hybrid work approach centered around office presence and remote collaboration. The employment is remote-first as specified.

Additional Information

Zoom offers an award-winning workplace culture with a comprehensive benefits program designed to support employees’ physical, mental, emotional, and financial wellness. The company fosters work-life balance and encourages contributions to the community.

Zoom is dedicated to equal opportunity hiring practices and provides accommodations during the recruitment process for candidates requiring assistance due to medical disabilities.

About Zoom

Zoom empowers global users to stay connected and collaborate effectively through its suite of products, including Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. The company emphasizes a fast-paced, problem-solving work environment focused on customer-centric innovation and career growth.