Enterprise Customer Success Senior Manager (SaaS Customer Success)

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes

Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.

Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™. We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness. To learn more about Zenoti visit: https://www.zenoti.com

What you’ll do

We are looking for a motivated and curious professional to manage a book of key customers. The CSM will deliver proactive workshops, business reviews, growth feature insights, and thought leadership to help customers grow their business.

The ideal candidate is analytical and meticulous, and enjoys engaging customers to investigate issues and deliver insights. This role involves working closely with sales, technical account managers, and operations teams to engage customers in product, payment, and technical conversations. On the customer side, the role with interact with both corporate executives, and influential franchise owners.

Responsibilities

• Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of Zenoti’s key customers
• Manage a book of customers to drive overall account health including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction
• Serve as a trusted product advisor to customers by delivering account growth performance and industry insights
• Perform business reviews to align on user priorities, review growth feature metrics, share Zenoti's product roadmap and provide guidance on how to optimize the value from Zenoti from an advisory standpoint
• Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Zenoti user experience
• In coordination with an account team, support expansion by identifying and surfacing opportunities to ensure customers are successful

Skills needed to be successful in the role

• You have the ability to connect the dots between customer workflows, product optimization and its effect on value realization
• You have experience spearheading initiatives with cross-functional teams on a number of concurrent, complex engagements
• You can identify barriers to customer success and own the execution of an action plan to resolution
• You have experience working with complex, multi-divisional, multi-geographical customers and driving alignment and consensus throughout the customer organization
• You have the ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• You have the ability to quickly build credibility, influence and manage a room

Qualifications Required:

• Bachelor’s degree required
• 10+ years of experience in a customer facing role in Customer Success, Account Manager, Consulting or Professional Services with enterprise level customers
• Ability to travel as needed to be on-site with key customers or attend important industry events
• Strong empathy for customers and passion for revenue and growth
• Experience working in fast-paced growth environments
• Proven success in client growth, retention, and satisfaction

Why Join Zenoti?

• Be part of a high-growth, innovative company transforming the beauty and wellness industry.
• Work in a dynamic and collaborative environment with industry leaders.
• Opportunities for professional growth, learning, and career advancement.

Zenoti Pay Range

$130,000 - $160,000 USD

Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.