CX Partner Implementation Success Manager

Zoom is seeking a CX Partner Implementation Success Manager in State House, Lancaster County, US. Lead a team of technical advisors to drive partner‑led implementations, customer adoption, and long‑term retention across Zoom’s Customer Experience portfolio.

Key Responsibilities

• Lead, mentor and develop a regional team of ZCX Partner Technical Advisors.
• Define and execute strategy for partner‑led contact‑center, virtual‑agent, and workforce‑engagement implementations.
• Ensure successful deployment, adoption, and measurable ROI for enterprise customers.
• Collaborate with product, sales, and support teams to align roadmaps and resolve escalations.
• Track performance metrics, produce executive‑level reports, and continuously improve processes.
• Represent Zoom at partner events, webinars, and industry conferences.

Required Qualifications

• 5+ years of experience in contact‑center, virtual‑agent, or workforce‑engagement management solutions.
• Proven people‑management experience, preferably leading technical advisory or consulting teams.
• Strong understanding of SaaS implementation methodologies and customer success best practices.
• Excellent communication, presentation, and stakeholder‑management skills.
• Ability to travel regionally (up to 30% of the time).

Preferred Skills

• Prior experience with Zoom Contact Center (ZCX) or similar platforms.
• Background in partner ecosystem development and joint go‑to‑market initiatives.
• Project management certification (PMP, PRINCE2) or Agile experience.

Compensation

Base salary: $258,167.23 annually.

Frequently Asked Questions

What does a CX Partner Implementation Success Manager do at Zoom?

They lead a team of technical advisors, design implementation strategies, and ensure partner‑led contact‑center solutions are successfully adopted and retained.

What experience is required for this role?

At least 5 years in contact‑center, virtual‑agent, or workforce‑engagement solutions, plus proven people‑leadership and SaaS implementation expertise.

Where is this position located?

The role is based in State House, Lancaster County, United States.