The
Principal Customer Onboarding Manager is responsible for leading the successful delivery of ZoomInfo's most complex, strategic customer onboarding programs. Acting as the overall implementation lead, this role drives project governance, cross-functional execution, risk management, and executive communication to ensure customers achieve rapid time-to-value and long-term adoption. In addition to leading strategic implementations, this role establishes delivery standards, mentors onboarding teams, and continuously improves onboarding methodologies for enterprise deployments.
What You'll Do:Program & Project Leadership- 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.
Cross-Functional Program Management- 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.
Operational Excellence- 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.
Strategic Leadership- 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.
What You Bring:- 7+ years of experience leading complex customer implementations, enterprise onboarding, program management, professional services, or customer success within a SaaS environment.
- Bachelor's Degree in business or a related field strongly preferred.
- Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes.
- Highly collaborative, organized, and execution-oriented with strong presentation skills.
- Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work.
- Excellent problem-solving skills and ability to be flexible to project situations. Ability to research, analyze and provide a solution to newly identified issues.
- Experience developing, installing, training, and/or supporting B2B solutions (previous experience with ZoomInfo and/or ZoomInfo certification strongly preferred).
- Highly familiar with Salesforce CRM.
- Able to be successful in a fast-paced environment that rewards hard work and self-motivation.
- Superior relationship and communication skills (both verbal and written).
- Demonstrated experience leading enterprise, cross-functional implementation programs involving multiple stakeholders and executive sponsors.
- Proven ability to manage project scope, timelines, risks, dependencies, and executive communications.
- Experience creating project governance frameworks, implementation methodologies, or operational processes.
- Strong executive presence with the ability to influence stakeholders across technical and business organizations.
- Exceptional organizational and project management skills with experience managing multiple complex workstreams simultaneously.
The US base salary range for this position is $100,000 - $130,000 + bonus + benefits
Actual compensation offered will be based on factors such as the candidate's work location, qualifications, skills, experience and/or training. Your recruiter can share more information about the specific salary range for your desired work location during the hiring process.
We want our employees and their families to thrive. In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being. Learn more about ZoomInfo benefits here.
#LI-
#LI-Hybrid
