Strategic 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.

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

Responsibilities

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

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 gap

Salary Range or On Target Earnings:

Minimum:

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

At 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!

Ways of Working
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.

Benefits
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. Click Learn for more information.

About Us
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. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment​

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

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