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 EngagementLead Kickoff Calls: Conducting structured onboarding sessions to establish goals, success criteria, and deployment timelinesImplementation Coordination: Collaborating with IT teams and administrators to configure, test, and launch core Zoom productsEarly Adoption Support: Guiding customers through their "Day 1 → Day 100" journey, ensuring critical workflows are activated earlyStakeholder Management: Engaging executive sponsors, administrators, and end"‘user champions throughout the onboarding processSeamless Handoffs: Transitioning customers to Account Executive, Adoption Specialists and Scaled Customer Success teams once baseline adoption is achievedChange Management: Developing customized communication and rollout strategies aligned with customer organizational culture and structureScalable EnablementDevelop and maintain standardized onboarding playbooks for reuse across customer segmentsCreate comprehensive self"‘service onboarding resources including videos, guides, and checklistsFacilitate group onboarding webinars for SMB and mid"‘market customers to optimize efficiencyPartner with Digital Customer Success teams to automate onboarding journeys through emails, in"‘app notifications, and knowledge center contentSuccess Metrics & KPIsTime"‘to"‘First"‘Value: Accelerate customer achievement of initial workflow milestonesOnboarding Completion Rates: Maximize percentage of customers completing all onboarding requirementsEarly Adoption Metrics: Drive feature activation within the first 90 daysCustomer Satisfaction: Maintain high CSAT/NPS scores during the onboarding phaseHandoff Quality: Ensure smooth transitions with comprehensive success documentationScalable Assets: Creation of assets and resources to help scale the onboarding processWhat we're looking forDemonstrated ability to keep complex deployments on track and within timeline3+ years in customer onboarding, implementation, or customer success rolesExperience with SaaS platforms and enterprise software deploymentsBackground in change management or organizational transformationRequired Skills & QualificationsProject Management Excellence: Proven ability to keep complex deployments on track and within timelineCommunication Expertise: Strong coaching and presentation skills for both technical administrators and C"‘level executivesProcess Discipline: Experience following consistent frameworks while adapting to unique customer needsCross"‘Functional Collaboration: Demonstrated success working with IT, Product, Support, and Adoption teamsCustomer"‘Centric Mindset: Passion for delivering exceptional customer experiencesTechnical Aptitude: Understanding of enterprise software deployment and adoption best practicesProactive Gap Analysis and Resource Development: Identify operational gaps between customer expectations and current delivery processes, then create solutions to bridge these gapsProducts SupportedAI and CAICEvents and WebinarsZoom PhoneRevenue AcceleratorContact CenterZoom Chat & Productivity Suite (Clips, Whiteboard, Scheduler, Docs, Notetaker, Mail & Calendar)Zoom Workplace & Microsoft Better TogetherZoom Ecosystem: APIs, RTMs, Webhooks, IntegrationsSalary Range or On Target EarningsMinimum: $76,800.00Maximum: $186,200.00In 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. 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.Ways 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.Our CommitmentAt 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.We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr

Created: 2026-04-20