Onboarding Manager

What you can expect

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.

This team ensures successful deployments, stakeholder alignment, and rapid adoption across Zoom's core products including Meetings, Webinars, Rooms & AI.

• 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

• 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

• 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