Onboarding Manager

Zoom

2d•Hybrid

About The Position

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

Requirements

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
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

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