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 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 ad ... (truncated, view full listing at source)