Strategic Onboarding Manager
Zoom, New York, NY, United States
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: Conduct structured onboarding sessions to establish goals, success criteria, and deployment timelines.
Implementation Coordination: Collaborate with IT teams and administrators to configure, test, and launch core Zoom products.
Early Adoption Support: Guide customers through their Day 1 → Day 100 journey, ensuring critical workflows are activated early.
Stakeholder Management: Engage executive sponsors, administrators, and end‑user champions throughout the onboarding process.
Seamless Handoffs: Transition customers to Account Executive, Adoption Specialists and Scaled Customer Success teams once baseline adoption is achieved.
Change Management: Develop 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 gaps.
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
Minimum: $76,800.00 | Maximum: $186,200.00
Benefits
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.
EEO Statement
Zoom is proud to be an equal‑opportunity workplace and an affirmative action employer. We do not discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
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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: Conduct structured onboarding sessions to establish goals, success criteria, and deployment timelines.
Implementation Coordination: Collaborate with IT teams and administrators to configure, test, and launch core Zoom products.
Early Adoption Support: Guide customers through their Day 1 → Day 100 journey, ensuring critical workflows are activated early.
Stakeholder Management: Engage executive sponsors, administrators, and end‑user champions throughout the onboarding process.
Seamless Handoffs: Transition customers to Account Executive, Adoption Specialists and Scaled Customer Success teams once baseline adoption is achieved.
Change Management: Develop 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 gaps.
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
Minimum: $76,800.00 | Maximum: $186,200.00
Benefits
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.
EEO Statement
Zoom is proud to be an equal‑opportunity workplace and an affirmative action employer. We do not discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
#J-18808-Ljbffr