Senior Customer Success Manager

About the Role

Zoom is seeking a Senior Customer Success Manager to join our team in Saudi Arabia. This full-time role focuses on driving the adoption of Zoom's AI platform across enterprise customers in the Kingdom. The successful candidate will build trusted advisory relationships with senior stakeholders to shape customer retention and revenue growth within this strategic market.

Role Context and Impact

In this position, you will ensure that enterprise customers realize lasting value from their investment in Zoom's solutions. You will collaborate across the EMEA region, supporting diverse accounts and translating customer goals into tangible growth outcomes for both the customers and Zoom.

Key Responsibilities

• Guide KSA enterprise customers through tailored success plans designed to increase product adoption, retention, and account expansion.
• Build trusted advisory relationships with senior stakeholders by aligning Zoom's capabilities with their strategic priorities.
• Analyze customer data, usage trends, and health metrics to provide data-driven recommendations that enhance retention and growth.
• Leverage AI strategically to improve efficiency, deepen customer insights, and elevate the quality of deliverables and outcomes.
• Collaborate with Sales, Product, Marketing, and Support teams to synchronize feedback, mitigate churn risks, and strengthen collective team knowledge.

Required Qualifications and Experience

• Demonstrated ability to build and maintain relationships across multiple stakeholder levels within complex enterprise organizations.
• Extensive experience in customer success or account management within B2B SaaS environments.
• Proven competency in account portfolio planning, work prioritization, and excellent time management.
• Track record of managing and growing enterprise accounts, ideally within regulated industries.
• Application of a commercial mindset to influence renewals, upsells, and product expansion discussions.
• Ability to communicate complex technical concepts as clear business value to both executive and operational audiences.
• Proficiency in using customer success platforms such as Gainsight and Salesforce to track engagement and outcomes.

Work Environment and Expectations

This role operates effectively across time zones in a remote-first environment. Regular travel will be required for client meetings and events. Candidates must be able to take initiative, solve problems independently, and adapt quickly within a fast-paced setting.

Join Our Team

If you possess the required experience and skills to drive customer success for enterprise clients in Saudi Arabia, we encourage you to consider this opportunity at Zoom.