Vice President - Customer Success

Zenoti•Seattle, WA

76d

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 As the Vice President for Customer Success, you will be responsible for owning customer growth, delighting customers through their journey at Zenoti, enabling them to get their ROI on Zenoti products by adopting consulting and professional methodologies that are apt for the customer business size, region, and the vertical.

Requirements

A passion for customer success and 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, support processes work – will be a definite plus.
10+ years of overall experience in leading customer oriented teams at a senior level
The incumbent may be required to travel to customer locations on short notice, when required.

Nice To Haves

PMP is an added advantage

Responsibilities

Achieve and maintain Churn and NRR goals
Deliver ROI to the customers from the Zenoti products they have subscribed to
Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
Establish usage around and monitor customer health metrics (e.g., NPS, CSAT, churn rates), identify at-risk customers, and implement strategies to mitigate churn while maximizing renewals and customer lifetime value
Continuously improve and scale customer success processes, including onboarding, adoption, renewals, and escalation management
Drive new business growth through greater advocacy and reference-ability
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
Demonstrate cross-functional collaboration by working closely with product, sales, and marketing teams to ensure alignment on customer needs, feedback, and pain points. i.e. Act as the voice of the customer in internal discussions, influencing product roadmaps and sales strategies