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Channel Customer Success Manager



Customer Service, Sales & Business Development
Tokyo, Japan
Posted on Friday, September 22, 2023

We are looking for an amazing Channel Customer Success Manager (CSM) to join our team in Tokyo. The ideal candidate will build strong relationships with customers ensuring successful deployment of Zoom products and services. Your efforts will drive customer satisfaction and happiness.


  • The Channel CSM is the Trusted Advisor, manages deployment, and product adoptions for strategic customer accounts and key channel partners.

  • Develop and maintain long-term relationships with stakeholders within assigned accounts.

  • Conduct on-going account meetings to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality and communicate new feature releases

  • Plan and conduct on-boarding and training for new customers

  • Closely manage and nurture accounts to identify and eliminate risk attrition.

  • Create and deliver monthly reports to highlight customer successes and provide on-going recommendations for further optimization

  • Analyze customer account trends and provide feedback to internal stakeholders to ensure quality standards, customer requirements, and features are properly deployed and addressed

  • Collaborate with key internal stakeholders with demonstrated ability to take direction and produce required results


  • Minimum 3+ year of Customer Success Management experience

  • Minimum of 5+ years experience and a proven track servicing strategic accounts and/or working with key channel partners

  • Previous experience working in a Client or Customer Success role within one of these industries: cloud/SAAS and audio video vendors

  • Ability to demonstrate account portfolio planning competency, ability to prioritize work and strong time management skills are required

  • Possess excellent verbal and written communication skills, including ability to present to executive and key decision makers

  • CRM experience with Salesforce.com and Gainsight preferred

  • Ability to deliver customized presentations and demonstrations via web conference

  • BA/BS degree or equivalent work experience

  • Strong acumen of software industry

  • Great interpersonal skills with a positive attitude

  • Native Japanese, Fluent English required

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

At Zoom, we care about our employees, their families, and their well-being. 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. To view our benefits, click here.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product 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. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

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