Zoom
What you can expect
We are seeking a strategic and data-driven Churn Segment Leader to join our team and focus on our Solopreneur and Micro customer base (1-10 employees). This individual contributor role will be responsible for developing and implementing comprehensive strategies to mitigate churn and increase retention across these customer segments. The ideal candidate will create and lead cross‑functional teams focused on identifying, analyzing, and addressing key factors affecting customer retention and report progress to the Executive Leadership Team weekly.
About the Team As a Churn Segment Leader, you'll have the opportunity to make a significant impact on our business by directly influencing customer retention and long‑term growth. You'll work closely with our executive team, gaining visibility and experience while driving initiatives that are critical to our company's success.
Responsibilities
Designing and executing strategic initiatives to reduce churn and improve retention metrics across the Solo/Micro segment
Building and leading cross‑functional teams to implement churn mitigation programs
Developing data‑driven insights to identify at‑risk customers and churn patterns
Creating actionable recommendations based on customer behavior analysis
Presenting weekly and monthly progress reports to executive leadership
Partnering closely with the ecommerce team and the SMB/Mass Market Churn Leader
Establishing KPIs and success metrics for retention initiatives
Collaborating with product, sales, customer success, and marketing teams to align retention strategies
Identifying opportunities for product and service improvements to enhance customer satisfaction
Driving continuous improvement through testing, learning, and iterating on retention strategies
Qualifications
10+ years of experience in a SaaS environment with a focus on customer retention or related areas
Proven track record in developing and implementing successful strategic initiatives
Program management experience with the ability to coordinate multiple workstreams
Advanced data analytics skills with the ability to translate complex data into actionable insights
Executive communication skills, both written and verbal
Experience presenting to and influencing senior leadership
Bachelor's degree in Business, Analytics, or related field (Master's preferred)
Salary Range or On Target Earnings Minimum: $146,700.00
Maximum: $339,300.00
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.
Application Deadline Anticipated Position Close Date: 12/20/25
Equal Employment Opportunity 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.
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About the Team As a Churn Segment Leader, you'll have the opportunity to make a significant impact on our business by directly influencing customer retention and long‑term growth. You'll work closely with our executive team, gaining visibility and experience while driving initiatives that are critical to our company's success.
Responsibilities
Designing and executing strategic initiatives to reduce churn and improve retention metrics across the Solo/Micro segment
Building and leading cross‑functional teams to implement churn mitigation programs
Developing data‑driven insights to identify at‑risk customers and churn patterns
Creating actionable recommendations based on customer behavior analysis
Presenting weekly and monthly progress reports to executive leadership
Partnering closely with the ecommerce team and the SMB/Mass Market Churn Leader
Establishing KPIs and success metrics for retention initiatives
Collaborating with product, sales, customer success, and marketing teams to align retention strategies
Identifying opportunities for product and service improvements to enhance customer satisfaction
Driving continuous improvement through testing, learning, and iterating on retention strategies
Qualifications
10+ years of experience in a SaaS environment with a focus on customer retention or related areas
Proven track record in developing and implementing successful strategic initiatives
Program management experience with the ability to coordinate multiple workstreams
Advanced data analytics skills with the ability to translate complex data into actionable insights
Executive communication skills, both written and verbal
Experience presenting to and influencing senior leadership
Bachelor's degree in Business, Analytics, or related field (Master's preferred)
Salary Range or On Target Earnings Minimum: $146,700.00
Maximum: $339,300.00
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.
Application Deadline Anticipated Position Close Date: 12/20/25
Equal Employment Opportunity 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.
#LI-Remote
#J-18808-Ljbffr