Strategic Onboarding Manager

Role Overview

We are looking for a proactive Onboarding Manager dedicated to delivering premium onboarding experiences that significantly reduce customer time-to-value. This vital position focuses on ensuring smooth deployments, aligning key stakeholders, and driving fast adoption across Zoom’s core offerings including Meetings, Webinars, Rooms, and AI solutions. This role impacts overall customer success by creating scalable onboarding processes that contribute to organizational growth and enhanced efficiency.

Team Context

The team is responsible for enabling effective deployments, facilitating stakeholder alignment, and fostering rapid product adoption for core Zoom products.

Key Responsibilities

• Facilitate structured onboarding kickoff calls to define goals, success metrics, and deployment schedules.
• Collaborate closely with IT and administrative teams to set up, test, and launch Zoom’s core products.
• Support customers throughout their critical early adoption phase, from initial setup through day 100, ensuring activation of essential workflows.
• Maintain engagement with executive sponsors, administrators, and user champions across the onboarding lifecycle.
• Ensure smooth customer transitions to Account Executives, Adoption Specialists, and scaled Customer Success teams following baseline adoption.
• Create tailored communication and rollout plans aligned with customers’ organizational cultures and frameworks.
• Develop and update standardized onboarding playbooks for use across diverse customer segments.
• Produce self-service onboarding tools including instructional videos, practical guides, and comprehensive checklists.
• Conduct group onboarding webinars targeting SMB and mid-market clients to enhance operational efficiency.
• Collaborate with Digital Customer Success teams to automate onboarding via emails, in-app messaging, and knowledge resources.
• Monitor and optimize success metrics such as time-to-first-value, onboarding completion rate, early feature adoption, customer satisfaction scores, quality of customer handoffs, and creation of scalable onboarding assets.

Candidate Profile

• Minimum of three years’ experience in customer onboarding, implementation, or customer success within SaaS or enterprise software environments.
• Proven skill managing complex deployment projects to meet deadlines effectively.
• Strong communication capabilities, including coaching and presenting to both technical staff and executives.
• Ability to adhere to structured processes while customizing solutions to unique client needs.
• Experience collaborating across IT, product, support, and adoption teams.
• A customer-focused approach dedicated to delivering superior experiences.
• Technical understanding of enterprise software deployment and adoption methods.
• Ability to identify operational gaps between customer expectations and delivery processes, and develop resources to address them.

Additional Details

The compensation range for this role is approximately $65,400 to $158,700 annually, including base salary and equity. Starting pay considers qualifications, experience, and location-based compensation structures. The position is fully remote with a hybrid work structure centered around Zoom’s offices and remote environments.

The company offers comprehensive benefits aimed at supporting employees’ physical, mental, emotional, and financial well-being, along with encouraging work-life balance and community involvement.

Zoom is committed to equitable hiring practices, supporting candidates requiring accommodations throughout the recruiting process, and ensuring a consistent interview experience.