Strategic Onboarding Manager

What you can expectWe 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.ResponsibilitiesDirect 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

Success Metrics & KPIs

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

What we’re looking for

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

Required Skills & Qualifications

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 gapSalary Range or On Target Earnings:Minimum:$65,400.00Maximum:$158,700.00In 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 locationsAt Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!Anticipated Position Close Date:08/04/26Ways of WorkingOur structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.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. Click Learn for more information.