About the Team

The Online Marketing & Retention team is responsible for the optimization and expansion of multi-channel programs delivered throughout the online customer journey. These initiatives are designed to influence key metrics for the online business, including increasing overall customer lifetime value and reducing churn. These programs focus on key customer stages, including onboarding, product usage & adoption, new product awareness, platform re-engagement, upgrade/upsell, renewals, and winback.

About the Role

As the Small Business Program Manager, you’ll be responsible for launching and optimizing impactful lifecycle programs for our small business customers. This includes driving the roadmap to evolve existing customer programs towards a low-touch, digital self-serve model that maximizes online revenue and lifetime value. You will report directly to the Head of Online Marketing & Retention. The team is a blend of program and campaign managers aligned to each stage of the customer journey supported by marketing, engineering, legal, FP&A, data science, copywriters, designers, and product managers.

To be successful in this role, you must have a background in executing lifecycle programs for small business customers (SaaS preferred) and a track record of optimizing results within a data-driven, self-serve model. Rich experience in creating and executing personalized campaigns is key, combined with a passion for testing, reporting, and constant performance improvement. You also must be results driven and take pride in delivering a best-in-class customer experience.

As the Small Business Program Manager, you will:

• Partner with Product and Marketing Managers to align programs to the larger Small Business go-to-market strategy for online while advocating for program support to meet online revenue quarterly goals

• Coordinate with cross-functional stakeholders to launch multi-channel programs across email and in-product

• Partner with cross-functional teams to drive a standardized process to measure and track key performance metrics throughout the Small Business customer lifecycle. This includes leveraging tools such as Tableau, Google Analytics, and B2B Marketing Analytics (Salesforce) to report performance on a monthly basis.

• Align with online stakeholders to ingest and apply third-party qualitative research findings into a holistic and cohesive buyer journey.

• Manage campaign testing roadmap to drive ongoing insights to hone small business messaging and offer strategy.

• Partner with Data Science, Web, Marketing Ops, and Digital Analytics Teams to drive the data roadmap to enhance the success of lifecycle programs, including but not limited to online customer health, renewal, and upsell propensity models

• Prepare and present strategy decks at the leadership level while owning and reporting quarterly progress against annual targets.

• Launch Small Business customer surveys via Qualtrics to guide program optimizations while circulating and reporting those learnings at the leadership level.

• Partner closely with our legal and privacy partners to understand and honor regional laws and regulations pertaining to the online customer

• Own internal awareness of campaign launches to relevant customer-facing teams.

• Oversee campaign operations, including writing copy/creative briefs aligned to brand tone/voice and submission to cross-functional marketing, legal, localization, and brand teams for approval.

• Apply a comprehensive understanding of online business initiatives and prioritize campaigns to meet quarterly revenue growth targets.

About You

• 6+ years of experience in a lifecycle marketing role with focus marketing to the small business customer, highly preferred

• Data-driven mindset: Extremely comfortable leveraging Google Analytics, Tableau, and Analytics dashboard to measure and track program impact

• Agile and fluid marketer with a test-and-learn mentality to rapidly iterate on findings.

• Results-oriented with a proven record of performing against growth targets.

• Strong communication and problem-solving skills.

Additional Qualifications:

• Ability to multi-task and adapt to a challenging, fast-paced environment of multiple priorities!

• Strong communication skills, both written and verbal, that enable strong cross-functional partnerships

• Strong analytical skills, including the ability to distill, synthesize and draw conclusions from diverse data sources

• Self-motivated, team-player

• Experience working with a subscription-based product preferred

Salary Range or On Target Earnings:

Minimum:

$73,200.00

Maximum:

$178,400.00

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.

Information about Zoom’s benefits is on our careers page here.

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.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Explore Zoom:

• Hear from our leadership team

• Browse Awards and Employee Reviews on Comparably

• Visit our Blog

• Zoom with us!

• Find us on social at the links below and on Instagram

• View more jobs, sign up for job alerts and join our talent community. Visit the Zoom careers site.

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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