Customer Retention Lead

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.

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.

• 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

• 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 work streams
• 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)

Minimum: $

Maximum: $

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.

Anticipated Position Close Date: 12/20/25

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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