Contact Centre Customer Success Manager

What You Can Expect

We are seeking a strategic Contact Centre Customer Success Manager to support and scale a global partner success model. This UK-based role, focuses on CCaaS and UCaas solutions. And will combine Contact Centre CSM expertise, and partner enablement experience. This role is ideal for someone who enjoys building scalable programs and developing effective partner success frameworks. You will work closely with strategic partners to drive customer adoption, retention, expansion, and long-term value across partner-managed accounts. As a trusted advisor to partners and internal teams, you will support Contact Center transformation initiatives, improve customer outcomes, and contribute to business growth.

About The Team

Our team is focused on delivering world-class customer and partner experiences through collaboration, innovation, and scalable success strategies. We work cross-functionally across Sales, Renewals, Product, Marketing, and Customer Success to support strategic partners and customers throughout their lifecycle journey. We are passionate about helping organisations modernise their customer experience operations. While ensuring partners are fully equipped with the tools, frameworks, and insights needed to succeed in a fastpaced global environment.

Responsibilities

Building and scaling global partner success programs and engagement strategies for CCaaS and UCaaS solutions

Designing and implementing onboarding models, playbooks, lifecycle frameworks, and customer success best practices

Driving customer adoption, retention, utilisation, expansion, and overall customer success outcomes

Guiding partners through Contact Center transformation and customer experience improvement initiatives

Translating technical capabilities into clear business value for technical and executive stakeholders

Enabling and coaching partner Customer Success teams through training, tools, telemetry, and customer health insights

Supporting renewal, expansion, and customer engagement strategies across partner-managed accounts

Collaborating cross-functionally with Sales, Product, Marketing, Renewals, and Customer Success teams while advocating for partner and customer needs internally

What We’re Looking For

7+ years’ experience in Customer Success, Partner Success, or related customer-facing SaaS roles

Build and scale Customer Success or Partner Success programs within SaaS, CCaaS, or UCaaS environments

Manage and grow relationships across channel partners, resellers, MSPs, and global partner ecosystems

Drive customer outcomes through adoption, retention, utilization, CSAT, and lifecycle management strategies

Influence commercial growth through renewals, upsell opportunities, and customer expansion initiatives

Operate across both direct customer success and indirect partner-led delivery models

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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