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
Salary Range or On Target Earnings:
Minimum:
$65,400.00Maximum:
$158,700.00In 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
At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!
Anticipated Position Close Date:
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. Click Learn for more information.
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 know—we’re here to support you at every step.
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.
Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data.
#LI-RemoteSkills Required
- 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
- Proven ability to keep complex deployments on track and within timeline (project management excellence)
- Strong coaching and presentation skills for technical administrators and C-level executives (communication expertise)
- Experience following consistent frameworks while adapting to unique customer needs (process discipline)
- Demonstrated success working with IT, Product, Support, and Adoption teams (cross-functional collaboration)
- Passion for delivering exceptional customer experiences (customer-centric mindset)
- Understanding of enterprise software deployment and adoption best practices (technical aptitude)
- Ability to identify operational gaps and develop resources to bridge them (proactive gap analysis and resource development)
Zoom Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Zoom and has not been reviewed or approved by Zoom.
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Healthcare Strength — Health coverage includes multiple plan options with employer-paid life and disability, plus free dental and vision for employees and dependents. This breadth signals strong protection across core medical needs.
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Equity Value & Accessibility — Equity via RSUs and an ESPP is a meaningful part of total compensation. Stock-based rewards are positioned as a strong contributor to overall value.
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Leave & Time Off Breadth — Flexible vacation for exempt roles, PTO accrual for hourly roles, and company holidays provide broad time-off coverage. Paid parental leave, family-forming support, and wellbeing resources further expand leave-related support.
Zoom Insights
What We Do
Bring teams together, reimagine workspaces, engage new audiences, and delight your customers –– all on the Zoom platform you know and love. 💙 Zoomies help people stay connected so they can get more done together. We set out on a mission to make video communications frictionless and secure by building the world’s best video product for the enterprise, but we didn’t stop there. With products like AI Companion, Team Chat, Contact Center, Phone, Events, Rooms, Webinar, and more, we bring innovation to a wide variety of customers, from the conference room to the classroom, from doctor’s offices to financial institutions to government agencies, from global brands to small businesses. We do what we do because of our core value of Care: care for our community, our customers, our company, our teammates, and ourselves. Our global employees help our customers meet happier, communicate better, and create meaningful connections the world over. Zoomies are problem-solvers and self-starters, working hard to get results and moving quickly to design solutions with our customers and users in mind. Here, you’ll work across teams to dig deep into impactful projects that are changing the way people communicate, and find room to grow with opportunities to stretch your skills and advance your career in a diverse, inclusive environment. Learn more about careers at Zoom by visiting our careers site: https://careers.zoom.us/home
