[Remote] Manager, Customer Success - Healthcare at Zoom

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, SoftwareIndustries

Requirements

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.)

Responsibilities

Drive measurable improvements in customer retention, expansion, and satisfaction metrics
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
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
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

Skills

Customer Success

Healthcare

Relationship Management

Communication

Strategic Planning

Team Leadership

Account Management

Customer Retention

Customer Satisfaction

Business Development

KPI Development

Stakeholder Management

Zoom

Video conferencing and online meeting solutions

About Zoom

Zoom provides video conferencing and online meeting solutions that allow users to conduct virtual meetings, webinars, and collaborative sessions. Its main product is video conferencing software, which enables high-quality video and audio communication, along with features like screen sharing, group messaging, and virtual backgrounds. Zoom also offers specialized products for larger events, such as Zoom Webinars and Zoom Events. The company operates on a freemium model, providing basic services for free while charging for advanced features through subscription plans tailored for various users, including businesses, educational institutions, and healthcare providers. Zoom stands out from competitors due to its user-friendly interface, reliable performance, and scalability for different needs, making it a vital tool for remote work, online education, telehealth, and social interactions.

San Jose, CaliforniaHeadquarters

2013Year Founded

$144.5MTotal Funding

IPOCompany Stage

Enterprise Software, Education, HealthcareIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Hybrid Work Options

Flexible Work Hours

Stock Options

Company Equity

Paid Vacation

Paid Sick Leave

Risks

Increased competition from Microsoft Teams and Google Meet threatens Zoom's market share.

Privacy concerns and regulatory scrutiny could impact Zoom's operations and reputation.

Hybrid work models may reduce demand for virtual meetings, affecting Zoom's growth.

Differentiation

Zoom offers a user-friendly interface with reliable performance for virtual meetings.

The platform supports diverse needs, including remote work, education, and telehealth.

Zoom's freemium model attracts a wide range of users with scalable subscription options.

Upsides

Zoom integrates AI tools to enhance virtual meeting effectiveness and productivity.

The expansion of 5G networks improves Zoom's video conferencing quality and accessibility.

Zoom's secure, HIPAA-compliant solutions drive demand in the telehealth sector.

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