Head of Customer Success

What You Can Expect

As Head of Customer Success, APAC, you will lead regional CS operations across Asia-Pacific, owning revenue retention, product adoption, and customer satisfaction for a growing portfolio of customers and ARR. Reporting into our global Customer Success organization, you will build and develop a team of CS leaders and CSMs across multiple APAC markets, bridging regional execution with global strategy. You will partner cross-functionally with Sales, Renewals, CX Ops, and Product to drive measurable improvements to GRR and customer outcomes, bringing both strategic vision and executional discipline to the region.

About the Team

Customer Success at Zoom plays a central role in shaping the customer experience, building lasting relationships, driving product adoption, and ensuring customers realize measurable value from their investment in Zoom. We are strategic by design and cross-functional by nature, continuously improving how we engage customers across the full lifecycle. Our work directly impacts customer retention, growth, and satisfaction across a global and growing portfolio.

Responsibilities

• Lead regional customer success operations across Asia-Pacific, driving revenue retention, product adoption, and customer satisfaction for a growing portfolio of customers and ARR.
• Build, manage, and develop a high-performing team of CS leaders and CSMs across multiple APAC markets, fostering a culture of shared vision, accountability, and continuous improvement.
• Align regional CS execution with global strategy, translating organizational priorities into market-relevant programs and operational frameworks across APAC.
• Partner cross-functionally with Sales, Renewals, CX Ops, and Product to deliver measurable improvements to GRR, adoption, and customer outcomes.
• Define and own Rhythm of Business cadences including executive engagement, health reviews, and business reviews to strengthen retention and identify expansion opportunities across the portfolio.
• Operate with strategic vision and executional rigor in a high-velocity, globally matrixed environment, driving outcomes with a consistent bias toward action.

What We're Looking For

• 5+ years of enterprise CS leadership experience with a demonstrated track record of building and scaling high-performing CS teams.
• Demonstrated experience operating across multiple APAC markets, with a strong understanding of regional business cultures, languages, and customer expectations.
• Concrete, referenceable examples of improved GRR, product adoption, and customer satisfaction outcomes at scale.
• Ability to inspire and develop CS leaders and CSMs to deliver on a shared vision and set of objectives.
• Demonstrated ownership of cross-functional delivery, partnering with Sales, Renewals, Ops, and Product to drive measurable outcomes.
• Fluency in English with additional APAC languages welcomed, and willingness to travel internationally within APAC approximately 25% of the time.
• Comfort operating in a high-velocity, globally matrixed environment with a strong bias toward action and an ability to balance strategic planning with hands-on execution.

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

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