CX Partner Implementation Success Manager

Job Summary

Zoom is hiring a CX Partner Implementation Success Manager in Glendale, Denver, US. Lead a team of ZCX Partner Technical Advisors to drive partner‑led implementations, boost customer adoption and ensure long‑term retention across Zoom’s Customer Experience portfolio.

Key Responsibilities

• Set the strategic direction for the ZCX Partner Technical Advisory team and align it with Zoom’s global CX objectives.
• Recruit, coach and develop a high‑performing team of technical advisors, fostering a culture of continuous learning and customer‑centricity.
• Oversee partner‑led implementation projects, ensuring they meet quality, timeline and budget targets.
• Collaborate with internal product, sales and support teams to create seamless hand‑offs and maximize customer value.
• Monitor adoption metrics, identify risks, and implement retention plans to achieve high renewal rates.
• Provide thought leadership on Contact Center, Virtual Agent and Workforce Engagement Management best practices.
• Report on team performance, project outcomes and market trends to senior leadership.

Required Qualifications

• Bachelor’s degree in Business, Engineering, Computer Science or related field (advanced degree preferred).
• 5+ years of experience in technical consulting, partner management or customer success within contact‑center or CX technology spaces.
• Proven people‑leadership experience managing distributed technical teams.
• Deep knowledge of contact‑center platforms, virtual agents, and workforce engagement solutions.
• Strong analytical skills with the ability to interpret adoption data and drive actionable insights.
• Excellent communication and stakeholder‑management abilities.
• Willingness to travel up to 25% for partner and customer engagements.

Compensation

Annual salary: $245,465.47 (fixed). Additional benefits include health, dental, vision, 401(k match, paid time off and Zoom equity incentives.

Frequently Asked Questions

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

They lead a team of technical advisors, set implementation strategy, manage partner projects, and ensure customers adopt and retain Zoom’s CX solutions.

What experience is required for this role?

At least 5 years in technical consulting or partner management within contact‑center or CX tech, plus proven people‑leadership and deep knowledge of virtual agents and workforce engagement.

Is travel required for this position?

Yes, the role may require up to 25% travel to meet partners and customers across the region.