Manager, Product Adoption Specialist

Manager, Product Adoption Specialist at Zoom

We are hiring a Manager of Product Adoption Specialists to guide a team of 10 specialists focused on driving workflow integration and multi-product adoption. This role involves designing scalable systems, operational excellence, and navigating ambiguity. The team will create programs, content, and experiences that enable thousands of customers to gain value from the platform. Responsibilities include building frameworks, strategies, and processes to transform the team into a scalable, high-performing engine. Collaboration with Onboarding, Customer Success, Product, Marketing, and Support teams is essential for delivering impactful customer journeys and measurable adoption and retention outcomes.

About The Team

The Customer Service team plays a crucial role in improving the customer experience within Zoom. We actively build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.

Responsibilities

• Assessing and optimizing team of 10 specialists: restructuring coverage, defining metrics, building development plans
• Designing content strategy and programmatic engagement model (email campaigns, webinars, office hours, community)
• Building dashboards, optimizing through experimentation, implementing automation and efficiency mechanisms
• Ensuring customers can access adoption programs throughout their lifecycle, starting from Day 1
• Partnering with Onboarding, CSMs, Product, Marketing, and Support to orchestrate seamless customer journeys
• Owning multi-product adoption and workflow integration metrics
• Driving measurable adoption lift (+15-20 points for 2+ products) and prove ROI through attribution modeling
• Fostering culture of experimentation and developing specialist expertise in product knowledge and content creation

What We’re Looking For

• 7-10+ years in Customer Success, Product Marketing, or Enablement, with 3-5+ years building and leading high-performing teams in 0-to-1 or high-growth environments
• Demonstrate track record designing and launching customer programs from scratch with measurable impact
• Display experience with tech-touch models, digital campaigns (email, webinars, in-app), and balancing automation with human connection
• Have deep analytical skills to build dashboards, interpret metrics, perform segmentation and cohort analysis, and drive strategy from insights
• Have experience creating scalable content strategies, educational programs, and training materials; understanding of adult learning principles
• Able to detect the big picture, understand dependencies, and design processes that scale efficiently
• Demonstrate excellent communication and influence skills; proven ability to build consensus and navigate complex stakeholder landscapes in matrix organizations
• Able to make decisions with incomplete information and driving results in ambiguous environments

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.

Key skills/competency

• Product Adoption
• Customer Success Leadership
• Program Management
• Content Strategy
• Data Analytics
• Workflow Integration
• Team Optimization
• Cross-functional Collaboration
• Digital Campaigns
• ROI Attribution