• We are seeking a dynamic Onboarding Manager to deliver world-class onboarding experiences that accelerate customer time-to-value
• This role ensures successful deployments, stakeholder alignment, and rapid adoption across Zoom's core products including Meetings, Webinars, Rooms & AI
• This role offers the opportunity to directly impact customer success while building scalable processes that drive organizational growth and efficiency
• About the TeamThis team ensures successful deployments, stakeholder alignment, and rapid adoption across Zoom's core products including Meetings, Webinars, Rooms & AI
• Direct Customer Engagement
• Lead Kickoff Calls: Conducting structured onboarding sessions to establish goals, success criteria, and deployment timelines
• Implementation Coordination: Collaborating with IT teams and administrators to configure, test, and launch core Zoom products
• Early Adoption Support: Guiding customers through their "Day 1 → Day 100" journey, ensuring critical workflows are activated early
• Stakeholder Management: Engaging executive sponsors, administrators, and end-user champions throughout the onboarding process
• Seamless Handoffs: Transitioning customers to Account Executive, Adoption Specialists and Scaled Customer Success teams once baseline adoption is achieved
• Change Management: Developing customized communication and rollout strategies aligned with customer organizational culture and structure
• Scalable Enablement
• Develop and maintain standardized onboarding playbooks for reuse across customer segments
• Create comprehensive self-service onboarding resources including videos, guides, and checklists
• Facilitate group onboarding webinars for SMB and mid-market customers to optimize efficiency
• Partner with Digital Customer Success teams to automate onboarding journeys through emails, in-app notifications, and knowledge center content
• Time-to-First-Value: Accelerate customer achievement of initial workflow milestones
• Onboarding Completion Rates: Maximize percentage of customers completing all onboarding requirements
• Early Adoption Metrics: Drive feature activation within the first 90 days
• Customer Satisfaction: Maintain high CSAT/NPS scores during the onboarding phase
• Handoff Quality: Ensure smooth transitions with comprehensive success documentation
• Scalable Assets: Creation of assets and resources to help scale the onboarding process

Products Supported

• Demonstrated ability to keep complex deployments on track and within timeline
• 3+ years in customer onboarding, implementation, or customer success roles
• Experience with SaaS platforms and enterprise software deployments
• Background in change management or organizational transformation
• Project Management Excellence : Proven ability to keep complex deployments on track and within timeline
• Communication Expertise : Strong coaching and presentation skills for both technical administrators and C-level executives
• Process Discipline : Experience following consistent frameworks while adapting to unique customer needs
• Cross-Functional Collaboration : Demonstrated success working with IT, Product, Support, and Adoption teams
• Customer-Centric Mindset : Passion for delivering exceptional customer experiences
• Technical Aptitude : Understanding of enterprise software deployment and adoption best practices
• Proactive Gap Analysis and Resource Development: Identify operational gaps between customer expectations and current delivery processes, then create solutions to bridge these gap
• AI and CAIC
• Zoom Workplace & Microsoft Better Together

Zoom Ecosystem: APIs, RTMs, Webhooks, Integrations

• Events and Webinars
• Zoom Phone
• Revenue Accelerator

Zoom Chat & Productivity Suite (Clips, Whiteboard, Scheduler, Docs, Notetaker, Mail & Calendar) $186,200.00

• 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
• Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience

BenefitsAs part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways