Product Adoption Expert

Product Adoption Expert

We are seeking a Product Adoption Expert to drive deep product adoption and maximize business value across Zoom's diverse product portfolio. This role serves as the expert liaison between Product, Marketing, and Customer Success teams, ensuring best-in-class onboarding, workflows, and use cases are scaled across our customer base while being deployable for high-impact customer engagements.

This role partners closely with Customer Success Managers, Onboarding Managers, and Product teams to accelerate adoption across Zoom's innovative solutions, including Zoom Phone, Contact Center, AI Companion, Rooms.

• Deployable Customer-Facing Engagements + Product Subject Matter Expertise:
  Serve as the adoption expert for assigned Zoom products (e.g., Zoom Phone, Contact Center, AI Companion, Rooms)
• Strategic Customer Support:
  Join customer calls and workshops to map use cases and accelerate product-specific adoption
• Cross-Team
  
  Collaboration:
  
  Partner with Customer Success Managers and Onboarding Managers during critical phases including launch, workflow integration, and renewals
• Customer
  
  Education:
  
  Deliver impactful customer-facing sessions including office hours, deep dives, and workflow clinics

• Asset Development:
  Collaborate with Product, Product Marketing, General Managers, and Enablement teams to create scalable adoption resources
• Micro-learnings and step-by-step guides
• Comprehensive playbooks and success plans
• Educational webinars and customer campaigns
• Workflow and use case catalogs
• Program Management:
  Execute one-to-many initiatives including ongoing office hours, community forums, and customer champion sessions
• Launch Support:
  Ensure new product launches include adoption-ready materials for immediate CSM and customer use
• Product Feedback:
  Provide strategic feedback to Product teams based on adoption patterns, customer use cases, and implementation blockers

• Product Adoption Growth:
  Increase percentage of customers actively using key features and workflows
• Time-to-Adoption:
  Accelerate adoption timelines for new product rollouts
• Scalable Asset Reach:
  Maximize customer engagement through webinars, micro-learnings, and educational content
• CSM Enablement Impact:
  Measure internal adoption of assets and reduction in repetitive support requests
• Revenue Impact:
  Contribute to renewals and expansion opportunities tied to product adoption

• AI and CAIC
• Events and Webinars
• Zoom Phone
• Revenue Accelerator
• Contact Center
• Zoom Chat & Productivity Suite (Clips, Whiteboard, Scheduler, Docs, Notetaker, Mail & Calendar)
• Zoom Workplace & Microsoft Better Together
• Zoom Ecosystem: APIs, RTMs, Webhooks, Integrations

Minimum: $76,800.00;
Maximum: $. 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. We also have a location based compensation structure; there may be a different range for candidates in this and other locations.

Our 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.

As 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.

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We're problem-solvers, working at a fast pace to design solutions with our customers and users in mind.

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