Senior Customer Success Manager

Zenoti•Seattle, WA

3d•$90,000 - $100,000

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 Role Overview As a Customer Success Manager (CSM) 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.

Requirements

Ability to deeply understand and use Zenoti’s product, with a proactive approach to learning.
Strong analytical and critical-thinking skills to independently identify challenges and develop effective solutions.
Ability to interpret data to define strategies and make informed decisions.
Confidence, charisma, and credibility to lead discussions and drive meaningful change.
Strong interpersonal skills with a customer-first mindset, active listening, and deep customer empathy.
Proven ability to work with diverse teams across sales, marketing & product, and align stakeholders toward common goals.
Exceptional organizational skills, with the ability to prioritize tasks and communicate effectively.

Nice To Haves

Experience in a SaaS, technology, or customer-facing role.
Background in the wellness, beauty, or fitness industries is a plus.
Proficiency in CRM tools and data analytics platforms.

Responsibilities

Develop strong relationships with customers, understanding their business needs and challenges to drive adoption and success.
Become a subject matter expert in Zenoti’s platform, proactively exploring features and functionalities to deliver maximum value to customers.
Analyze customer challenges and independently develop solutions to enhance their experience and business outcomes.
Leverage customer data and insights to guide decision-making, drive customer retention, and identify expansion opportunities.
Confidently lead customer conversations, influence stakeholders, and drive positive change within their organizations.
Work closely with sales, marketing, product, and support teams to ensure a seamless customer journey and continuous product improvement.
Effectively manage multiple accounts, prioritize tasks, and communicate complex topics clearly and concisely.