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 Senior Customer Success Manager, you will play a critical role in ensuring our customers achieve their business goals and fully leverage our platform. You will develop deep relationships with customers, understand their workflows and success metrics, and create strategic success plans. You will also work cross-functionally to resolve issues, identify upsell opportunities, and use data-driven insights to improve customer retention and adoption rates.

Drive Customer Success & Adoption:
- Develop a deep understanding of customers' business workflows and success metrics.
- Build strategic success plans that align product solutions with customers' business goals.
- Ensure customers are fully leveraging the platform through regular check-ins and business reviews.
Customer Advocacy & Retention:
- Work cross-functionally with Sales, Support, and Product teams to resolve customer issues.
- Track and act on key customer health scores (engagement, usage, NPS) to prevent churn.
- Identify and execute on upsell and expansion opportunities.
Issue Resolution & Proactive Problem-Solving:
- Proactively identify and mitigate risks before they impact customer retention.
- Act as a "firefighter" to resolve critical customer issues promptly.
- Collaborate with Engineering and Support teams to ensure timely resolution of technical issues.
Data-Driven Customer Insights & Reporting:
- Track and analyze metrics to measure customer success and improve processes.
- Leverage customer usage and engagement data to identify areas for improvement or expansion.
- Use data-driven insights to increase retention and adoption rates.

Zenoti Pay Range: $95,000 USD - $100,000 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.

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Senior Customer Success Manager