Senior Team Lead, Customer Onboarding

As the Senior Team Lead, Customer Onboarding – Enterprise & Strategic Accounts, you will oversee a team of Onboarding and Delivery Managers responsible for driving the successful implementation of ZoomInfo’s solutions for our largest and most complex customers (annual contract values of $200K+). This role is critical in ensuring a world-class onboarding experience that accelerates customer adoption, value realization, and long-term partnership success across our Enterprise and Strategic segments.

You will provide coaching, leadership, and strategic direction to your team while collaborating cross-functionally with Sales, Customer Success, Product, and Operations leaders to ensure smooth execution and continuous improvement of the onboarding experience.

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. 

This role is a hybrid in-office position, with an expectation of 3 days in office and 2 days at home at one or major offices (Waltham MA, Vancouver WA, or Bethesda MD)