# Senior Team Lead, Customer Onboarding

**Company:** [ZoomInfo](https://hotfix.jobs/companies/zoominfo)
**Location:** Bethesda, MD, Vancouver, WA, Waltham, MA
**Role:** Customer Success
**Salary:** $78k – $123k/yr
**Experience:** 5+ years
**Skills:** Salesforce, Project Management, CRM, Customer Onboarding, Team Leadership, Cross-Functional Collaboration, Kpi Monitoring, Process Optimization, Enterprise Saas, Poc Onboarding
**Posted:** 2026-07-01

> Lead and develop a team of Onboarding and Delivery Managers responsible for complex enterprise and strategic account implementations at ZoomInfo. Oversee high-value customer onboarding projects, drive process improvements, manage escalations, and collaborate cross-functionally with Sales, Product, and Customer Success to accelerate time-to-value and ensure customer success.

## Job Description

## What You'll Do

**Lead and Develop a High-Performing Team**
- Provide ongoing coaching, mentorship, and performance management to a team of Onboarding and Delivery Managers supporting Enterprise and Strategic accounts.
- Foster a culture of accountability, collaboration, and continuous improvement.

**Drive Execution and Delivery Excellence**
- Oversee onboarding project performance and outcomes for complex, multi-product implementations.
- Ensure timely, high-quality delivery that meets customer expectations and contractual milestones.

**Manage Escalations and Strategic Accounts**
- Partner with internal stakeholders to resolve challenges, mitigate risk, and ensure a seamless customer experience for high-value accounts.

**Enablement and Program Development**
- Design and deliver team enablement programs to strengthen onboarding effectiveness, customer communication, and product expertise.
- Identify opportunities to enhance onboarding frameworks and standardize best practices across teams.

**Cross-Functional Collaboration**
- Partner closely with internal departments—including Sales, CSM, Product, Engineering, and Data Solutions—to ensure alignment on project timelines, scope, and customer outcomes.
- Represent Onboarding leadership in internal strategic meetings.

**Project and Program Leadership**
- Lead or contribute to cross-functional initiatives aimed at improving customer onboarding programs, operational efficiency, and scalability across the Enterprise segment.

**Metrics, Reporting, and Process Management**
- Monitor team KPIs (time-to-value, delivery timelines, CSAT, and project health) and leverage data to drive decision-making.
- Ensure consistent Salesforce hygiene and accurate project documentation.

**Customer Experience and Quality Oversight**
- Champion customer advocacy within the onboarding journey, maintaining focus on value realization, communication quality, and overall satisfaction.

## What You Bring

- Minimum 5+ years of relevant professional experience, with at least 2+ years working with Enterprise or Fortune 500 customers in a SaaS, delivery, or professional services environment.
- At least 1+ year of people leadership experience preferred.
- Bachelor’s Degree preferred.
- Strong working knowledge of Salesforce or similar CRM and project management tools.
- Familiarity with ZoomInfo’s platform and multi-product suite is a plus.
- Proven success leading and developing high-performing teams.
- Excellent communication skills (oral, written, and visual) with the ability to influence across all levels of the organization.
- Demonstrated experience managing complex projects and delivering outcomes in fast-paced, cross-functional environments.
- Strong attention to detail, process orientation, and ability to manage competing priorities effectively.
- High level of business acumen with the ability to identify opportunities for process optimization and program scalability.
- Ability to interpret data and translate insights into action plans.
- Experience leading a team, or acting as the primary individual contributor, in the execution of complex POC and Trial onboarding engagements, with a strong track record of cross-functional partnership across Sales, Solutions Engineering, Product, and Customer Success.

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