Director - Customer Success
About The Position
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
Requirements
- A passion for customer success and a laser focus on providing customer value.
- Strong Understanding of business & technology
- Strong Negotiation & Consultative Abilities
- Ability to understand, articulate, and manage customer expectations
- Experience dealing with a variety of 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
- Informal and people-centric approach to work and getting things done
- Able to quickly establish credibility with the senior leadership team
- Operating with a global mindset and leading with an external perspective
- Outstanding communication skills
- Knowledge of how enterprise implementations, professional services, and support processes work – will be a definite plus.
- 10+ years of overall experience in leading customer-oriented teams
- The incumbent may be required to travel to customer locations on short notice, when required.
Nice To Haves
- PMP is an added advantage
Responsibilities
- Drive Customer Success Outcomes
- Ensure smooth onboarding
- Deliver ROI to the customers from the Zenoti products they subscribed to.
- Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
- Drive new business growth through greater advocacy and reference-ability
- Define and Optimize Customer Lifecycle
- Map customer journey
- Develop listening points in the journey (e.g., usage, satisfaction, etc.)
- Standardize interventions for each point in the journey
- Define segmentation of customer base and varying strategies
- Identify opportunities for continuous improvement
- Learn from best practices in the industry
- Measure & Improve the effectiveness of Customer Success, professional services, and customer enablement teams
- Become the Voice of the Customer within the organization and drive cross-functional initiatives to improve customer onboarding, engagement, and adoption.
- Be proud of what you work on, and obsess about the quality of the work you produce.
- People Management
Benefits
- A great positive working environment
- Flexible working hours
- Strong training and support team
- Carrer growth and future opportunities both in ANZ and Globally.
- A very competitive remuneration package including Super and end of year bonus
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
Associate degree
