Manager, Product Adoption Specialist

Zoom

17h • Hybrid

About The Position

We are hiring a Manager of Product Adoption Specialists to guide a team of 10 specialists focused on driving workflow integration and multi-product adoption. This role involves designing scalable systems, operational excellence, and navigating ambiguity. The team will create programs, content, and experiences that enable thousands of customers to gain value from the platform. Responsibilities include building frameworks, strategies, and processes to transform the team into a scalable, high-performing engine. Collaboration with Onboarding, Customer Success, Product, Marketing, and Support teams is essential for delivering impactful customer journeys and measurable adoption and retention outcomes. The Customer Service team plays a crucial role in improving the customer experience within Zoom. We actively build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.

Requirements

• 7-10+ years in Customer Success, Product Marketing, or Enablement, with 3-5+ years building and leading high-performing teams in 0-to-1 or high-growth environments
• Demonstrate track record designing and launching customer programs from scratch with measurable impact
• Display experience with tech-touch models, digital campaigns (email, webinars, in-app), and balancing automation with human connection
• Have deep analytical skills to build dashboards, interpret metrics, perform segmentation and cohort analysis, and drive strategy from insights
• Have experience creating scalable content strategies, educational programs, and training materials; understanding of adult learning principles
• Able to detect the big picture, understand dependencies, and design processes that scale efficiently
• Demonstrate excellent communication and influence skills; proven ability to build consensus and navigate complex stakeholder landscapes in matrix organizations
• Able to make decisions with incomplete information and driving results in ambiguous environments

Responsibilities

• Assessing and optimizing team of 10 specialists: restructuring coverage, defining metrics, building development plans
• Designing content strategy and programmatic engagement model (email campaigns, webinars, office hours, community)
• Building dashboards, optimizing through experimentation, implementing automation and efficiency mechanisms
• Ensuring customers can access adoption programs throughout their lifecycle, starting from Day 1
• Partnering with Onboarding, CSMs, Product, Marketing, and Support to orchestrate seamless customer journeys
• Owning multi-product adoption and workflow integration metrics
• Driving measurable adoption lift (+15-20 points for 2+ products) and prove ROI through attribution modeling
• Fostering culture of experimentation and developing specialist expertise in product knowledge and content creation

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed