Product Adoption Expert

Role overview

The Product Adoption Expert drives product adoption and maximizes business value across Zoom’s product portfolio. You will act as an expert liaison between Product, Marketing, and Customer Success, scaling best-in-class onboarding, workflows, and use cases.

Responsibilities

• Customer-facing adoption engagements
  • Serve as adoption expert for assigned Zoom products (e.g., Zoom Phone, Contact Center, AI Companion, Rooms)
  • Join customer calls and workshops to map use cases and accelerate adoption
  • Partner with Customer Success Managers during launches, workflow integration, and renewals
  • Deliver customer sessions such as office hours, deep dives, and workflow clinics
• Scalable & programmatic impact
  • Work with customer IT teams/admins to configure, test, and launch core Zoom products (e.g., Meetings, Team Chat, Scheduler, Mail & Calendar, AIC, Rooms, digital signage, visitor management, reservations, Clips, Notes, Docs & Whiteboard)
  • Collaborate with Product, Product Marketing, and Enablement to create scalable adoption resources (micro-learnings, playbooks, webinars, workflow catalogs)
  • Run one-to-many initiatives (office hours, community forums, customer champion sessions)
  • Ensure product launches include adoption-ready materials for immediate CSM and customer use
  • Provide strategic feedback to Product teams based on adoption patterns and implementation blockers

Success metrics

• Increase the percentage of customers actively using key features and workflows
• Accelerate adoption timelines for new product rollouts
• Maximize engagement via webinars, micro-learnings, and educational content
• Support renewals and expansion opportunities tied to product adoption

Products supported (examples)

• AI and CAIC
• Events and webinars
• Zoom Phone Revenue Accelerator