[Hiring] Customer Retention Lead @Zoom Communications, Inc.

Role Description

We are seeking a strategic and data-driven Churn Segment Leader to join our team and focus on our Solopreneur and Micro customer base (1-10 employees). This individual contributor role will be responsible for developing and implementing comprehensive strategies to mitigate churn and increase retention across these customer segments.

• Create and lead cross-functional teams focused on identifying, analyzing, and addressing key factors affecting customer retention
• Report progress to the Executive Leadership Team weekly
• Design and execute strategic initiatives to reduce churn and improve retention metrics across the Solo/Micro segment
• Build and lead cross-functional teams to implement churn mitigation programs
• Develop data-driven insights to identify at-risk customers and churn patterns
• Create actionable recommendations based on customer behavior analysis
• Present weekly and monthly progress reports to executive leadership
• Partner closely with the ecommerce team and the SMB/Mass Market Churn Leader
• Establish KPIs and success metrics for retention initiatives
• Collaborate with product, sales, customer success, and marketing teams to align retention strategies
• Identify opportunities for product and service improvements to enhance customer satisfaction
• Drive continuous improvement through testing, learning, and iterating on retention strategies

Qualifications

• 10+ years of experience in SaaS environment with focus on customer retention or related areas
• Proven track record in developing and implementing successful strategic initiatives
• Program management experience with ability to coordinate multiple workstreams
• Advanced data analytics skills with ability to translate complex data into actionable insights
• Executive communication skills, both written and verbal
• Experience presenting to and influencing senior leadership
• Bachelor's degree in Business, Analytics, or related field (Master's preferred)

Requirements

• Salary Range or On Target Earnings: Minimum: $146,700.00 Maximum: $339,300.00
• Starting pay will be based on a number of factors and commensurate with qualifications & experience
• Location based compensation structure; there may be a different range for candidates in this and other locations

Benefits

• Variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health
• Support work-life balance
• Contribute to their community in meaningful ways

Company Description

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.

• Problem-solvers, working at a fast pace to design solutions with our customers and users in mind
• Opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment
• Committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential