• 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
• 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

• 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

$177,300.00

• 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