CX Partner Implementation Success Manager

Job Summary

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

Key Responsibilities

• Lead, mentor, and develop a high‑performing team of ZCX Partner Technical Advisors.
• Define and execute regional implementation strategy for Contact Center, Virtual Agent, and Workforce Engagement Management solutions.
• Partner with Zoom’s sales, product, and support teams to align on customer goals and delivery timelines.
• Oversee end‑to‑end partner‑led deployments, ensuring projects meet quality, budget, and schedule targets.
• Drive customer adoption metrics, monitor health scores, and implement retention initiatives.
• Provide technical expertise and guidance on Zoom Contact Center, virtual agents, and workforce engagement tools.
• Report performance, forecast staffing needs, and present insights to senior leadership.

Required Qualifications

• 5+ years of experience in technical leadership, preferably in contact‑center or customer‑experience environments.
• Proven track record managing partner‑focused implementations and delivering measurable adoption results.
• Deep knowledge of contact‑center platforms, virtual agents, and workforce engagement management.
• Strong communication, stakeholder management, and cross‑functional collaboration skills.
• Experience building and scaling high‑performing technical advisory teams.
• Bachelor’s degree in Computer Science, Engineering, Business, or related field (or equivalent experience).

Compensation

Annual salary: $219,123.33

Frequently Asked Questions

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

They lead a team of technical advisors to plan, execute, and optimize partner‑led implementations of Zoom’s contact‑center and virtual‑agent solutions, ensuring customer adoption and retention.

What experience is required for this role?

At least 5 years of technical leadership in contact‑center or CX environments, strong partner implementation background, and deep knowledge of virtual agents and workforce engagement tools.

Where is this position located?

The role is based in Lansing, Ingham County, United States.