Lead Customer Success Manager at Zenoti

<div class="content-intro"><p>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</p> <p>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 &amp; Stone, Massage Heights, Rush Hair &amp; Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&amp;GUY.</p> <p>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</p> <p>&nbsp;</p> <p>&nbsp;</p></div><p><strong><span data-contrast="auto">Role Overview</span></strong><span data-ccp-props="{}">&nbsp;</span></p> <p><span data-contrast="auto">As a </span><strong><span data-contrast="auto">Customer Success Manager (CSM)</span></strong><span data-contrast="auto"> 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.</span><span data-ccp-props="{}">&nbsp;</span></p> <p><strong><span data-contrast="auto">Key Responsibilities</span></strong><span data-ccp-props="{}">&nbsp;</span></p> <p><strong><span data-contrast="auto">Customer Advocacy &amp; Engagement:</span></strong><span data-contrast="auto"> Build and maintain strong relationships with customers, including CxOs and key stakeholders, by understanding their business needs and challenges. Use this knowledge to drive platform adoption, communicate value, and achieve mutually beneficial business results. Monitor customer health metrics (engagement, usage, NPS) to prevent churn and identify upsell or expansion opportunities.</span><span data-ccp-props="{}">&nbsp;</span></p> <p><strong><span data-contrast="auto">Product Expertise &amp; Solution Building: </span></strong><span data-contrast="auto">Become a subject matter expert in Zenoti’s platform by proactively exploring features and functionalities. Analyze customer challenges and independently develop solutions to maximize their experience and business outcomes, ensuring customers are fully leveraging the platform through regular check-ins and business reviews.</span><span data-ccp-props="{}">&nbsp;</span></p> <p><strong><span data-contrast="auto">Data-Driven Strategy &amp; Insights:</span></strong><span data-contrast="auto"> Leverage customer data and insights to guide decision-making, improve retention, and identify expansion opportunities. Track and analyze metrics to measure customer success, identify areas for improvement or expansion, and use these insights to increase adoption rates.</span><span data-ccp-props="{}">&nbsp;</span></p> <p><strong><span data-contrast="auto">Executive Presence &amp; Influence:</span></strong><span data-contrast="auto"> Confidently lead customer conversations, influence stakeholders, and drive positive change within organizations. Balance customer advocacy with commercial acumen by identifying growth opportunities, strategically managing renewals, and aligning customer outcomes with company revenue goals.</span><span data-ccp-props="{}">&nbsp;</span></p> <p><strong><span data-contrast="auto">Cross-Functional Collaboration:</span></strong><span data-contrast="auto"> Work closely with sales, marketing, product, support, engineering, and other teams to ensure a seamless customer journey, continuous product improvement, and timely resolution of technical issues.</span><span data-ccp-props="{}">&nbsp;</span></p> <p><strong><span data-contrast="auto">Time Management &amp; Communication:</span></strong><span data-contrast="auto"> Effectively manage multiple accounts, prioritize tasks, and communicate complex topics clearly and concisely.</span><span data-ccp-props="{}">&nbsp;</span></p> <p><strong><span data-contrast="auto">Issue Resolution &amp; Proactive Problem-Solving:</span></strong><span data-contrast="auto"> Proactively identify and mitigate potential risks before they impact customer retention. Act promptly to resolve critical customer issues and collaborate with relevant teams to ensure fast and effective solutions.</span><span data-ccp-props="{}">&nbsp;</span></p> <p><strong><span data-contrast="auto">Preferred Qualifications</span></strong><span data-ccp-props="{}">&nbsp;</span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Experience in a SaaS, technology, or customer-facing role.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Background in the wellness, beauty, or fitness industries is a plus.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Proficiency in CRM tools and data analytics platforms.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <p><strong><span data-contrast="auto">Why Join Zenoti?</span></strong><span data-ccp-props="{}">&nbsp;</span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Be part of a high-growth, innovative company transforming the beauty and wellness industry.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Work in a dynamic and collaborative environment with industry leaders.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Opportunities for professional growth, learning, and career advancement.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <p><span data-contrast="auto">If you’re passionate about helping customers succeed, solving complex challenges, and driving impactful change, we’d love to hear from you!</span><span data-ccp-props="{}">&nbsp;</span></p> <p><strong><span data-contrast="auto">Apply now and be part of Zenoti’s journey to revolutionize the industry.</span></strong><span data-ccp-props="{}">&nbsp;</span></p> <p><em><span data-contrast="auto">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.</span></em><span data-ccp-props="{}">&nbsp;</span></p><div class="content-pay-transparency"><div class="pay-input"><div class="title">Zenoti Pay Range</div><div class="pay-range"><span>$100,000</span><span class="divider">&mdash;</span><span>$125,000 USD</span></div></div></div><div class="content-conclusion"><p><em>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.</em><em> </em><em>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.</em></p></div>