Senior Customer Success Manager

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's the opportunity?

Customer Success Manager (CSM) is ultimately responsible for ensuring the success of the portfolio of Zenoti’s customers. The CSM will bring Zenoti’s best ideas, innovations, and capabilities to their portfolio of customers and match these to the customers’ business goals, driving greater business value and executive alignment between Zenoti and the Customer.

What will I be doing ?

• Maintain customer relationships by providing exceptional service and ensuring we deliver value through our services.
• Serve as primary escalation contact for high priority support cases, including overall triage management
• Ensure the adherence to SLAs, and Key Metrics according to Organization expectations and objectives
• Coordinate with internal teams as needed to meet customer needs & requirements while managing customer expectations
• Be proud of what you work on, obsess about the quality of the work you produce.

What skills do I need?

• A passion for customer success and laser focus on providing customer value.
• Strong accounts portfolio management and prioritization.
• Excellent Written and Verbal Communication Skills
• Strong logical, analytical and problem-solving skills
• Strong Understanding of business & technology
• Strong Negotiation & Consultative Abilities
• Ability to understand, articulate and manage customer expectations
• Ability to interact with multiple global customers
• Open to travel to customer locations on short notice, when required.
• Experience dealing with large, complex accounts building relationships at C- Level.
• Experience in working with remote teams effectively.
• Ability to work in a fast paced, ever changing, start-up environment
• Knowledge of how enterprise implementations, professional services, support processes work – will be a definite plus.
• 4+ years of overall experience in dealing with customers.
• A 4year degree in engineering or equivalent
• PMP is an added advantage

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.