Lead for Customer Retention Strategies
Zoom Corporation, Nashville, Tennessee, United States, 37247
What You Can Expect:
Join our dynamic team as a Lead for Customer Retention Strategies, where your expertise will focus on enhancing our Solopreneur and Micro customer segments (1-10 employees). In this pivotal individual contributor role, you will be responsible for crafting and executing innovative strategies that effectively mitigate customer churn and bolster retention. The ideal candidate will spearhead cross-functional teams to identify, analyze, and address crucial factors impacting customer loyalty, providing regular progress updates to our Executive Leadership Team.
About the Team:
As a leader, you will play a crucial role in influencing customer retention and driving long-term business growth. This position allows you to collaborate closely with our executive team, providing visibility and experience while executing essential initiatives for our company's success. Join us on our mission to deliver unparalleled value to our largest customer base, and help shape the organizational future.
Key Responsibilities:
Devise and implement strategic initiatives to reduce churn and enhance retention metrics within the Solo/Micro segment.
Lead cross-functional teams to execute churn mitigation programs effectively.
Analyze data to derive insights on at-risk customers and identify churn patterns.
Transform customer behavior analysis into actionable recommendations.
Deliver weekly and monthly progress presentations to the executive leadership.
Work closely with the ecommerce team and the SMB/Mass Market Churn Leader.
Establish KPIs and success metrics for all retention initiatives.
Collaborate with product, sales, customer success, and marketing teams to align on retention strategies.
Identify opportunities for product and service enhancements to boost customer satisfaction.
Drive continuous improvement by testing, learning, and refining retention strategies.
What We're Looking For: 10+ years of experience in a SaaS environment focusing on customer retention or a related field.
Demonstrated success in developing and executing effective strategic initiatives.
Proven program management skills with the ability to coordinate multiple workflows.
Advanced data analytics proficiency, capable of translating complex data into insights.
Exceptional written and verbal communication skills, particularly at the executive level.
Experience in presenting to and influencing senior leadership.
Bachelor's degree in Business, Analytics, or a related field (Master's degree preferred).
Compensation: Minimum: $146,700.00 Maximum: $339,300.00 Your starting compensation will depend on factors such as qualifications and experience. Our total direct compensation philosophy includes base salary, bonuses, and equity value. Benefits: We provide a robust benefits program aimed at supporting your physical, mental, emotional, and financial well-being while fostering a healthy work-life balance. More information can be shared upon request. About Us: At Zoom, we empower individuals to stay connected and accomplish more together. With our versatile collaboration platform, including products like Zoom Contact Center and Zoom Webinars, we are dedicated to creating solutions that prioritize our customers' needs. Embrace growth opportunities in a collaborative environment focused on personal and professional development. Our Commitment: We are dedicated to fair hiring practices, ensuring every candidate is evaluated based on their skills and potential. If you require accommodations during the hiring process, please inform us—we're here to support you. Zoom is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Lead cross-functional teams to execute churn mitigation programs effectively.
Analyze data to derive insights on at-risk customers and identify churn patterns.
Transform customer behavior analysis into actionable recommendations.
Deliver weekly and monthly progress presentations to the executive leadership.
Work closely with the ecommerce team and the SMB/Mass Market Churn Leader.
Establish KPIs and success metrics for all retention initiatives.
Collaborate with product, sales, customer success, and marketing teams to align on retention strategies.
Identify opportunities for product and service enhancements to boost customer satisfaction.
Drive continuous improvement by testing, learning, and refining retention strategies.
What We're Looking For: 10+ years of experience in a SaaS environment focusing on customer retention or a related field.
Demonstrated success in developing and executing effective strategic initiatives.
Proven program management skills with the ability to coordinate multiple workflows.
Advanced data analytics proficiency, capable of translating complex data into insights.
Exceptional written and verbal communication skills, particularly at the executive level.
Experience in presenting to and influencing senior leadership.
Bachelor's degree in Business, Analytics, or a related field (Master's degree preferred).
Compensation: Minimum: $146,700.00 Maximum: $339,300.00 Your starting compensation will depend on factors such as qualifications and experience. Our total direct compensation philosophy includes base salary, bonuses, and equity value. Benefits: We provide a robust benefits program aimed at supporting your physical, mental, emotional, and financial well-being while fostering a healthy work-life balance. More information can be shared upon request. About Us: At Zoom, we empower individuals to stay connected and accomplish more together. With our versatile collaboration platform, including products like Zoom Contact Center and Zoom Webinars, we are dedicated to creating solutions that prioritize our customers' needs. Embrace growth opportunities in a collaborative environment focused on personal and professional development. Our Commitment: We are dedicated to fair hiring practices, ensuring every candidate is evaluated based on their skills and potential. If you require accommodations during the hiring process, please inform us—we're here to support you. Zoom is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.