Senior Manager - Enterprise Customer Success (SaaS Customer Success)

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our platform 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 improving customer retention and spending. Our platform is engineered for reliability and scale, harnessing enterprise-level technology for businesses of all sizes. Zenoti powers more than 30,000 salons, spas, medspas, and fitness studios in over 50 countries, including global brands like European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga, and TONI&GUY.

About the role

We are looking for a motivated and curious professional to manage a portfolio of key, high ARR customers. The Customer Success Manager (CSM) will deliver proactive workshops, business reviews, growth feature insights, and thought leadership to help customers grow their business. The ideal candidate is analytical and meticulous, thriving in engaging customers to investigate issues and deliver insights. This role involves working closely with sales, technical account managers, and operations teams to engage customers in product, payment, and technical conversations. On the customer side, the role requires cultivating and developing relationships with both corporate executives and influential franchise owners.

Responsibilities

• Customer Advocacy & Engagement: 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.
• Product Expertise & Solution Building: 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 fully leverage the platform through regular check-ins and business reviews.
• Data-Driven Strategy & Insights: 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.
• Executive Presence & Influence: 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.
• Cross-Functional Collaboration: 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.
• Time Management & Communication: Effectively manage multiple accounts, prioritize tasks, and communicate complex topics clearly and concisely.
• Issue Resolution & Proactive Problem-Solving: 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.
• Multi-divisional/geographical: Confidently work with complex, multi-divisional, multi-geographical customers with gravitas and executive presence, driving alignment and consensus throughout the customer organization.

Requirements

• Bachelor’s degree required.
• 10+ years of experience in a customer-facing role in Customer Success, Account Management, Consulting, or Professional Services with enterprise-level customers.
• Ability to travel as needed to be on-site with key customers or attend important industry events.
• Strong empathy for customers and passion for revenue and growth.
• Experience working in fast-paced growth environments.
• Proven success in client growth, retention, and satisfaction.

Benefits

• 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.

Pay

Zenoti Pay Range: $140,000 USD - $165,000 USD