Customer Retention Strategy Leader

What You Can Expect: Join our dynamic team as a Customer Retention Strategy Leader, dedicated to enhancing our Solopreneur and Micro customer segments (1-10 employees). In this impactful role, you will spearhead the development and execution of innovative strategies aimed at reducing customer churn and boosting retention. The ideal candidate will take the lead in cross-functional collaborations to identify and address key factors influencing customer loyalty, providing regular updates to our Executive Leadership Team. About the Team: As a pivotal player in this position, you will significantly influence customer retention and propel sustainable business growth. This role offers an excellent opportunity to work closely with our executive team, increasing your visibility and experience while implementing essential initiatives that contribute to our company's success. Join us on our mission to deliver exceptional value to our largest customer segments and help shape the future of our organization. Key Responsibilities: Design and implement strategic initiatives focused on reducing churn and improving retention metrics within the Solo/Micro segment. Lead cross-functional teams to successfully execute churn mitigation programs. Analyze data to gain insights into at-risk customers and identify churn trends. Translate customer behavior analysis into actionable recommendations. Present weekly and monthly progress reports to the executive leadership. Collaborate effectively with the ecommerce team and the SMB/Mass Market Churn Leader. Establish key performance indicators (KPIs) and success metrics for all retention initiatives. Work alongside product, sales, customer success, and marketing teams to create unified retention strategies. Identify opportunities for product and service improvements to enhance customer satisfaction. Promote continuous improvement by testing, learning, and refining retention strategies. What We're Looking For: 10+ years of experience in a SaaS environment with a focus on customer retention or a related field. Demonstrated success in developing and implementing effective strategic initiatives. Strong program management skills, adept at managing multiple workflows effectively. Advanced analytical abilities to convert complex data into actionable insights. Outstanding written and verbal communication skills, particularly at the executive level. Experience 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 initial compensation will be influenced by your qualifications and experience. Our total direct compensation philosophy includes base salary, bonuses, and equity value. Benefits: We provide a comprehensive benefits program designed to support your physical, mental, emotional, and financial well-being while encouraging a healthy work-life balance. More information can be shared upon request. About Us: At Zoom, we empower people to stay connected and achieve more together. Through our versatile collaboration platform, including products like Zoom Contact Center and Zoom Webinars, we are committed to delivering solutions that prioritize our customers' needs. Explore growth opportunities in a collaborative environment that emphasizes personal and professional development. Our Commitment: We are dedicated to fair hiring practices, ensuring that 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 assist you. Zoom is proud to be an equal opportunity employer, embracing diversity and fostering an inclusive workplace for all employees.

Created: 2026-03-04