Lead - Customer Success

1 Month ago • All levels

Job Summary

Job Description

As a Customer Success Manager (CSM) at Zenoti, you will play a critical role in ensuring our customers achieve success with our platform. You will act as a strategic partner, guiding clients through product adoption, best practices, and long-term growth strategies. Your ability to combine technical knowledge with strong communication and relationship-building skills will be essential to driving customer satisfaction and retention. You will be responsible for customer advocacy and engagement, product expertise, problem solving and solution building, data-driven strategy, executive presence and influence, cross-functional collaboration, and time management and prioritization.
Must have:
  • Develop strong relationships with customers and understand their business needs.
  • Become a subject matter expert in Zenoti’s platform and its functionalities.
  • Analyze customer challenges and develop effective solutions independently.
  • Leverage customer data to guide decision-making and drive customer retention.
  • Lead customer conversations and drive positive change within their organizations.
  • Work with various teams to ensure a seamless customer journey.
  • Effectively manage multiple accounts and prioritize tasks.
Good to have:
  • Experience in a SaaS, technology, or customer-facing role.
  • Background in the wellness, beauty, or fitness industries.
  • Proficiency in CRM tools and data analytics platforms.

Job Details

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

 

 

Role Overview 

As a Customer Success Manager (CSM) at Zenoti, you will play a critical role in ensuring our customers achieve success with our platform. You will act as a strategic partner, guiding clients through product adoption, best practices, and long-term growth strategies. Your ability to combine technical knowledge with strong communication and relationship-building skills will be essential to driving customer satisfaction and retention. 

Key Responsibilities 

  • Customer Advocacy & Engagement: Develop strong relationships with customers, understanding their business needs and challenges to drive adoption and success. 
  • Product Expertise: Become a subject matter expert in Zenoti’s platform, proactively exploring features and functionalities to deliver maximum value to customers. 
  • Problem Solving & Solution Building: Analyze customer challenges and independently develop solutions to enhance their experience and business outcomes. 
  • Data-Driven Strategy: Leverage customer data and insights to guide decision-making, drive customer retention, and identify expansion opportunities. 
  • Executive Presence & Influence: Confidently lead customer conversations, influence stakeholders, and drive positive change within their organizations. 
  • Cross-Functional Collaboration: Work closely with sales, marketing, product, and support teams to ensure a seamless customer journey and continuous product improvement. 
  • Time Management & Prioritization: Effectively manage multiple accounts, prioritize tasks, and communicate complex topics clearly and concisely. 

Required Skills & Qualifications 

  • Technical Horsepower & Curiosity: Ability to deeply understand and use Zenoti’s product, with a proactive approach to learning. 
  • Problem Solving: Strong analytical and critical-thinking skills to independently identify challenges and develop effective solutions. 
  • Data-Driven Decision Making: Ability to interpret data to define strategies and make informed decisions. 
  • Executive Presence & Influence: Confidence, charisma, and credibility to lead discussions and drive meaningful change. 
  • EQ & Relationship Building: Strong interpersonal skills with a customer-first mindset, active listening, and deep customer empathy. 
  • Cross-Functional Collaboration: Proven ability to work with diverse teams across sales, marketing & product, and align stakeholders toward common goals. 
  • Time Management, Prioritization & Communication Skills: Exceptional organizational skills, with the ability to prioritize tasks and communicate effectively. 

Preferred Qualifications 

  • Experience in a SaaS, technology, or customer-facing role. 
  • Background in the wellness, beauty, or fitness industries is a plus. 
  • Proficiency in CRM tools and data analytics platforms. 

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. 

If you’re passionate about helping customers succeed, solving complex challenges, and driving impactful change, we’d love to hear from you! 

Apply now and be part of Zenoti’s journey to revolutionize the industry. 

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.

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About The Company

Zenoti is a leading cloud-based, business software used by spas, salons and medi-spas. With our all-in-one solution, spa and salon managers are more easily able to manage all aspects of their business from managing their appointment book, billing through a POS, CRM, employee schedules and payroll, inventory, running marketing promotions, enabling online booking and online sales and more. Zenoti clients are also able to drive real business results, things like increasing the customer retention, customer spend and cutting down on cost.

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