Manager, Customer Success - Healthcare

About the team

Customer Services play a crucial role in improving the customer experience within Zoom. We actively build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.

Responsibilities

Business Impact & Growth

• Drive measurable improvements in customer retention, expansion, and satisfaction metrics. Exemplify an outcome/results-oriented approach

• Analyze customer usage patterns and success metrics to identify optimization opportunities

• Collaborate with Sales and Marketing to develop healthcare-specific value propositions

• Present quarterly business reviews to executive stakeholders, demonstrating clear ROI and strategic value

• Develop and implement a scalable communication and outreach strategy for managing high-volume healthcare accounts, ensuring consistent engagement while maximizing team efficiency

Team Leadership & Development

• Build, mentor, and develop a high-performing team of Customer Success Professionals specialized in healthcare customer engagement

• Create clear career development paths for team members with measurable growth objectives

• Foster a culture of continuous improvement, innovation, and customer-centricity

Customer Success Strategy

• Design and execute tailored success plans for healthcare organizations that align with their specific clinical and operational workflows

• Develop healthcare-specific KPIs and success metrics that demonstrate tangible ROI for customers

• Implement proactive customer health monitoring systems to identify at-risk accounts and expansion opportunities

• Partner with Product teams to represent healthcare customer needs in the product roadmap

• Serve as the escalation point for complex customer issues, coordinating resolution across multiple internal teams

• Partner with Implementation, Support, and Product teams to ensure seamless customer experiences

• Represent the voice of healthcare customers in company-wide initiatives and strategic planning

• Contribute to the development of best practices for the broader Customer Success organization

What we're looking for

• 8+ years of SaaS experience with at least 3 years managing Customer Success teams in mass market environments

• Demonstrated experience working with healthcare organizations and understanding their unique challenges

• Strong knowledge of video collaboration technology and its applications in healthcare settings

• Proven track record of building and scaling high-performing customer success teams

• Understanding of healthcare workflows, compliance requirements (HIPAA), and technology adoption challenges

• Familiarity with telehealth applications and virtual care delivery models

• Knowledge of healthcare IT ecosystems and integration requirements

• Strategic thinking with the ability to translate customer needs into actionable success plans

• Exceptional leadership skills with experience in coaching, mentoring, and performance management

• Strong data analysis capabilities to derive insights from customer usage and satisfaction metrics

• Outstanding communication skills, including executive-level presentation and stakeholder management

• Ability to navigate complex healthcare organizations and build relationships at multiple levels

• Experience with customer success platforms and CRM systems (Gainsight, Salesforce, etc.)

Salary Range or On Target Earnings:

Minimum:

$140,800.00

Maximum:

$264,000.00

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & e