Product Adoption Expert

What you can expect
We are seeking a Product Adoption Expert to drive deep product adoption and maximize business value across Zoom's diverse product portfolio. This role serves as the expert liaison between Product, Marketing, and Customer Success teams, ensuring best-in-class onboarding, workflows, and use cases are scaled across our customer base while being deployable for high-impact customer engagements.

About the Team

This role partners closely with Customer Success Managers, Onboarding Managers, and Product teams to accelerate adoption across Zoom’s innovative solutions, including Zoom Phone, Contact Center, AI Companion.

Responsibilities
Deployable Customer-Facing Engagements

• Product Subject Matter Expertise: Serve as the adoption expert for assigned Zoom products (e.g., Zoom Phone, Contact Center, AI Companion, Rooms)
• Strategic Customer Support: Join customer calls and workshops to map use cases and accelerate product-specific adoption
• Cross-Team Collaboration: Partner with Customer Success Managers and Onboarding Managers during critical phases including launch, workflow integration, and renewals
• Customer Education: Deliver impactful customer-facing sessions including office hours, deep dives, and workflow clinics

Scalable & Programmatic Impact

• Asset Development: Collaborate with Product, Product Marketing, General Managers, and Enablement teams to create scalable adoption resources:
•     Micro-learnings and step-by-step guides
•     Comprehensive playbooks and success plans
•     Educational webinars and customer campaigns
•     Workflow and use case catalogs
• Program Management: Execute one-to-many initiatives including ongoing office hours, community forums, and customer champion sessions
• Launch Support: Ensure new product launches include adoption-ready materials for immediate CSM and customer use
• Product Feedback: Provide strategic feedback to Product teams based on adoption patterns, customer use cases, and implementation blockers

Success Metrics & KPIs

• Product Adoption Growth: Increase percentage of customers actively using key features and workflows
• Time-to-Adoption: Accelerate adoption timelines for new product rollouts
• Scalable Asset Reach: Maximize customer engagement through webinars, micro-learnings, and educational content
• CSM Enablement Impact: Measure internal adoption of assets and reduction in repetitive support requests
• Revenue Impact: Contribute to renewals and expansion opportunities tied to product adoption

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 or On Target Earnings:

Minimum:

Maximum:

In 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.

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.

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

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.

Think of this opportunity as a marathon, not a sprint! We're building a strong team at Zoom, and we're looking for talented individuals to join us for the long haul. No need to rush your application – take your time to ensure it's a good fit for your career goals. We continuously review applications, so submit yours whenever you're ready to take the next step.