Senior CX Operations Manager (San Jose)

What you can expect

We are looking for a Senior CX Operations Manager with focus on Renewals Operations to drive forecast accuracy, operational excellence, and scalable processes across the post-sales lifecycle. While the primary remit is within Renewals, this role will also support strategic initiatives and analytics for our Customer Success organization.

About the Team

The Zoom Customer Success and Renewals team empowers customers to achieve their goals and see the full value of our solutions. We build lasting partnerships, drive adoption, and ensure seamless renewalsfueling customer success and long-term business growth.

Responsibilities

• Partnering with Customer Success (CS) and Renewal leaders to develop accurate operational forecasts across customer segments and product lines, monitor KPIs (renewal rate, churn risk, NRR), and provide actionable insights.
• Conducting root cause analysis on missed renewals, churn, or delayed closes to identify trends and improvement opportunities.
• Supporting quota assignments, territory management, and resource allocation across Renewals and CS teams.
• Standardizing and optimize renewal workflows, playbooks, and engagement models across regions, tiers, and sales motions to drive consistency and accountability.
• Partnering with Deal Desk, Sales Ops, and RevOps to streamline handoffs, improve data integrity, and automate manual tasks.
• Maintaining and enhance reporting, dashboards, and tools (Salesforce, Tableau, Gainsight, Clari,Excel), while troubleshooting data issues and supporting system improvements.
• Collaborating cross-functionally with Finance, Sales, Legal, and CSMs to ensure compliant, timely renewal execution and smooth end-of-quarter processes.
• Contributing to QBRs, program retrospectives, and operational reviews to track progress and inform strategic improvements.

What were looking for

• Have 47 years of experience in Sales Operations, Customer Success Operations, or Renewal Operations in a B2B SaaS environment.
• Have experience working with renewal or subscription lifecycle processes and data models.
• Be proficient in Salesforce, Excel, and data visualization tools such as Tableau or Power BI; experience with Gainsight and Clari is a plus.
• Have analytical, problem-solving, and communication skills with a detail-oriented mindset.
• Have proven ability to work cross-functionally and manage competing priorities in a high-growth environment.
• Have certifications (e.g., Salesforce Admin) is a plus.

Salary Range or On Target Earnings:

Minimum:

Maximum:

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 & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Anticipated Position Close Date:

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.
Were 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. Were 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 knowwere 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.