Onboarding Manager

Onboarding Manager

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.

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 gaps

Products Supported :

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

Salary Range or On Target Earnings : Minimum : $76,800.00 Maximum : $186,200.00 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.

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.

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 knowwe'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. 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.

Think of this opportunity as a marathon, not a sprint! We're building a strong team at Zoom, and we're looking for talented individuals to join us for the long haul. No need to rush your application take your time to ensure it's a good fit for your career goals. We continuously review applications, so submit yours whenever you're ready to take the next step. 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.