Lead - 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

As a Lead - Customer Success Manager, you will play a pivotal role in retaining existing customers and enhancing brand loyalty within our subscription-based business model. 

Your responsibilities will include:

1. 1. Drive Customer Success & Adoption

• Develop a deep understanding of customers' businesses, workflows, and key success metrics. Collaborate with customers to define success criteria, set clear objectives, and build strategic success plans to align Zenoti solutions with their business goals
• Conduct regular check-ins and quarterly business reviews to ensure customers are fully leveraging the platform.
• Proactively identify expansion opportunities (upsell/cross-sell) and collaborate with Sales.
• Stay updated on industry trends, best practices, and product developments to serve as a subject matter expert for your clients.
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1. Customer Advocacy & Retention

• Cross-Functional Collaboration: Work with internal teams (e.g., Product, Sales, Support, and Professional Services) to ensure timely delivery of solutions, resolve
• customer challenges, and deliver on customer commitments.
• Retention & Growth: Proactively identify and mitigate risks to customer retention, while identifying and capitalizing on opportunities for account expansion, renewals, and upsell.
• Track key customer health scores (e.g., engagement, usage, NPS) and take action to prevent churn.
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1. Issue Resolution & Proactive Problem-Solving

• Identify and mitigate risks early by monitoring account health and proactively addressing challenges.
• Partner with Support & Engineering to escalate and resolve critical technical or operational issues.
• Act as a firefighter when necessary, ensuring that roadblocks are removed swiftly.
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1. Data-Driven Customer Insights & Reporting

• Use data and metrics to monitor customer health and track success, making informed recommendations for improvements in processes and strategies.
• Report key customer success KPIs, including renewal rates, product adoption, and expansion metrics.

Skills you'll need:

• A passion for customer success and laser focus on providing customer value;
• 4+ years of overall experience in dealing with customers;
• Ability to understand, articulate, interact with, and manage customer expectations;
• Open to travel to customer locations on short notice, when required;
• Experience dealing with large, complex accounts building relationships at C- Level;
• A 4-year degree in any field;
• PMP is an added advantage;
• Knowledge of how enterprise implementations, professional services, support processes work – will be a definite plus.

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.