Principal GTM Onboarding Manager

Zoom Info is where careers accelerate. We move fast, think boldly, and empower you to do the best work of your life. You’ll be surrounded by teammates who care deeply, challenge each other, and celebrate wins. With tools that amplify your impact and a culture that backs your ambition, you won’t just contribute. You’ll make things happen–fast.

The Principal Customer Onboarding Manager is responsible for leading the successful delivery of Zoom Info's most complex, strategic customer onboarding programs. Acting as the overall implementation lead, this role drives project governance, cross-functional execution, risk management, and executive communication to ensure customers achieve rapid time-to-value and long-term adoption. In addition to leading strategic implementations, this role establishes delivery standards, mentors onboarding teams, and continuously improves onboarding methodologies for enterprise deployments.

• Serve as the overall project lead for Zoom Info's most strategic and complex customer onboarding engagements.
• Develop comprehensive implementation plans, including project scope, milestones, dependencies, resource planning, risk mitigation, and success criteria.
• Drive execution across multiple concurrent enterprise onboarding programs while balancing customer outcomes, timelines, quality, and business priorities.
• Facilitate recurring project governance meetings, executive status reviews, and stakeholder communications throughout the implementation lifecycle.
• Identify, manage, and proactively resolve project risks, issues, dependencies, and scope changes.

• Coordinate execution across Customer Success, Solutions Engineering, Professional Services, Product, Learning & Development, Sales, and Technical Implementation teams.
• Own cross-functional accountability to ensure deliverables are completed on schedule and implementation milestones remain on track.
• Establish clear decision points, escalation paths, and governance processes for complex customer implementations.

• Own project documentation, implementation plans, milestones, and customer communications within Salesforce and other project management systems.
• Standardize implementation artifacts, project plans, playbooks, and delivery frameworks to improve consistency across Custom Onboarding.
• Lead continuous improvement initiatives that enhance implementation quality, efficiency, and customer experience.
• Develop reporting and executive dashboards to communicate project health, progress, risks, and outcomes.

• Partner with Product to influence roadmap priorities based on enterprise customer implementation feedback and recurring deployment challenges.
• Serve as the subject matter expert for enterprise onboarding methodologies, deployment strategies, and implementation best practices.
• Mentor onboarding managers by sharing project management best practices, implementation frameworks, and customer engagement strategies.
• Lead team enablement initiatives, including coaching sessions, project reviews, and knowledge-sharing forums.
• Partner with leadership to define, document, and evolve processes supporting complex onboarding motions.

• 7+ years of experience leading complex customer implementations, enterprise onboarding, program management, professional services, or customer success within a SaaS environment.
• Bachelor’s Degree in business or a related field strongly preferred.
• Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes.
• Highly collaborative, organized, and execution-oriented with strong presentation skills.
• Excellent project management skills with an…