Senior Enterprise Onboarding Lead

ZoomInfo; Waltham (MA); On-site; USD 100,000 - 130,000; Full time

Job summary

ZoomInfo is seeking a Principal Customer Onboarding Manager to lead the most strategic, complex onboarding programs. You will own governance, cross-functional execution, risk management, and executive communications to deliver rapid value and long-term adoption.

You will mentor onboarding teams, standardize artifacts, and drive continuous improvement while partnering with Product to shape roadmaps and deployment strategies. This is a high-impact SaaS leadership role.

Qualifications

• 7+ years of experience leading complex customer implementations and enterprise onboarding in SaaS.
• Bachelor’s Degree in business or related field preferred.
• Ability to manage multiple priorities and adapt to changing timelines.
• Strong presentation, collaboration, and execution skills.
• Experience with B2B solutions and familiarity with ZoomInfo products is preferred.

Responsibilities

• Serve as the overall project lead for ZoomInfo's most strategic and complex customer onboarding engagements.
• Develop comprehensive implementation plans, including project scope, milestones, dependencies, resource planning, risk mitigation, and success criteria.
• Drive execution across multiple concurrent enterprise onboarding programs while balancing customer outcomes, timelines, quality, and business priorities.
• Facilitate recurring project governance meetings, executive status reviews, and stakeholder communications throughout the implementation lifecycle.
• Identify, manage, and proactively resolve project risks, issues, dependencies, and scope changes.
• Coordinate execution across Customer Success, Solutions Engineering, Professional Services, Product, Learning & Development, Sales, and Technical Implementation teams.
• Own cross-functional accountability to ensure deliverables are completed on schedule and implementation milestones remain on track.
• Establish clear decision points, escalation paths, and governance processes for complex customer implementations.
• Own project documentation, implementation plans, milestones, and customer communications within Salesforce and other project management systems.
• Standardize implementation artifacts, project plans, playbooks, and delivery frameworks to improve consistency across Custom Onboarding.
• Lead continuous improvement initiatives that enhance implementation quality, efficiency, and customer experience.
• Develop reporting and executive dashboards to communicate project health, progress, risks, and outcomes.
• Partner with Product to influence roadmap priorities based on enterprise customer implementation feedback and recurring deployment challenges.
• Serve as the subject matter expert for enterprise onboarding methodologies, deployment strategies, and implementation best practices.
• Mentor onboarding managers by sharing project management best practices, implementation frameworks, and customer engagement strategies.
• Lead team enablement initiatives, including coaching sessions, project reviews, and knowledge-sharing forums.
• Partner with leadership to define, document, and evolve processes supporting complex onboarding motions.

Skills

Program management

Enterprise onboarding

Cross-functional leadership

SaaS experience

Executive communication

Project governance

Salesforce CRM

Education

Bachelor’s Degree in business or related field

Tools

Salesforce CRM

Job description

ZoomInfo is seeking a Principal Customer Onboarding Manager to lead the most strategic, complex onboarding programs. You will own governance, cross-functional execution, risk management, and executive communications to deliver rapid value and long-term adoption.

You will mentor onboarding teams, standardize artifacts, and drive continuous improvement while partnering with Product to shape roadmaps and deployment strategies. This is a high-impact SaaS leadership role.