Chief of Staff to President & Chief Customer Officer

Company Overview

At Zuora, we do Modern Business. We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.

We are seeking a highly motivated and strategic Senior Director, Chief of Staff to partner with our President and Chief Customer Officer (CCO). In this high-impact, visible role, you will be the CCO’s right hand, helping to manage the cadence of the business and drive key initiatives across our global Customer Success, Professional Services, and Support organizations. This position requires a blend of operational excellence, strategic thinking, and exceptional communication skills.

Zuora’s Customer Team is responsible for the overall health of our 1,000+ customers worldwide. Our remit begins in the sales cycle, and extends throughout our whole lifecycle with the customer. The impact of the Customer Team is that we help to sell Happy & Healthy Customers, and engage with them during their implementation of Zuora – and as they use Zuora for their lifetime to power their business’s Monetization needs.

The outcome of the Customer Team’s work is strong customer sentiments, high retention rates, and growth within our install base.

The Chief of Staff (CoS) role is a critical role that reports directly to Zuora’s President and Chief Customer Officer (CCO). Simply stated, the Chief of Staff’s role is to ensure our Chief Customer Officer is efficient and effective in their role, by helping to facilitate how the CCO performs their job and delivers against their business commitments.

This is a role that is global in scope, strategic in nature, and directly impacts the success of Zuora’s business.

This is a role that is based out of Zuora’s Redwood Shores, CA headquarters, and will be based in the office 3-4 days / week.

The key responsibilities of this role range from annual / strategic to weekly / execution. These include:

• Drive Cross-Functional Collaboration
  :
  Facilitate effective communication and collaboration with Zuora’s Product & Technology, Sales, Marketing, Alliances, Services, and Finance teams
• Facilitating the Annual Business Planning cycle for the Customer team
• Facilitating the Quarterly Business Priorities for the Customer team, based on the Annual Plan
• Orchestrating the Annual Field Kickoff events for the Customer Team
• Leading the preparation of Customer Team updates for the Monthly Board Meetings
• Leading the preparation of Customer Team updates for the Monthly Business Reviews
• Driving the Business Cadence (quarterly / monthly / weekly) for the Customer team
• Working directly with Zuora’s CEO, CFO/COO, CPO and other key executive stakeholders across the business
• Being the key interface between the Customer Team and Zuora’s Financials and Ope ratings teams
• Working with the CCO to prepare for key customers meetings and events

Working with the CCO to create content for key Zuora-wide events (e.g. town hall meetings, annual & quarterly kickoffs, stakeholder meetings)

• Professional Experience
  : 10+ years of experience in business operations, strategy consulting, or a related role within the software or SaaS industry.
• Operational Expertise
  :
  It is critical that the candidate have prior experience in an Operating role (e.g. running a significant function within a technology). Previous experience as a Chief of Staff is a plus.
• Leadership Acumen
  :
  Proven ability to work with and influence senior executives. You must be comfortable navigating a complex global organization and managing multiple stakeholders.
• Analytical Skills
  :
  Strong analytical and problem-solving skills, with the ability to use data to inform decisions and drive business outcomes.
• Commu…