Senior Customer Success Manager

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 their business, including online appointment bookings, POS, CRM, employee and inventory management, built‑in marketing programs, and more. Zenoti helps clients streamline their systems, reduce costs, and improve 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. Our portfolio includes global brands such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, Core Power Yoga and TONI&GUY.

Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by Geek Wire, raising an $80 million investment from TPG, and ranking as the 316th fastest‑growing company in North America on Deloitte’s 2020 Technology Fast 500™. We are proud to be recognized as a Great Place to Work Certified™ for 2021‑2022, reaffirming our commitment to empowering people to find their greatness.

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.

• Customer Advocacy & Engagement:
  Develop strong relationships with customers to understand their business needs and challenges, driving adoption and success.
• Product Expertise:
  Become a subject‑matter expert in Zenoti’s platform, proactively exploring features and functionalities to deliver maximum value.
• Problem Solving & Solution Building:
  Analyze customer challenges and independently develop solutions to enhance their experience and business outcomes.
• Data‑Driven Strategy:
  Leverage customer data and insights to guide decision‑making, drive retention, and identify expansion opportunities.
• Executive Presence & Influence:
  Confidently lead customer conversations, influence stakeholders, and drive positive change.
• Cross‑Functional
  
  Collaboration:
  
  Work closely with sales, marketing, product, and support teams to ensure a seamless customer journey and continuous product improvement.
• Time Management & Prioritization:
  Effectively manage multiple accounts, prioritize tasks, and communicate complex topics clearly and concisely.

• Technical Horsepower & Curiosity:
  Ability to deeply understand and use Zenoti’s product, with a proactive approach to learning.
• Problem Solving:
  Strong analytical and critical‑thinking skills to independently identify challenges and develop effective solutions.
• Data‑Driven Decision Making:
  Ability to interpret data to define strategies and make informed decisions.
• Executive Presence & Influence:
  Confidence, charisma, and credibility to lead discussions and drive meaningful change.
• EQ & Relationship Building:
  Strong interpersonal skills with a customer‑first mindset, active listening, and deep customer empathy.
• Cross‑Functional
  
  Collaboration:
  
  Proven ability to work with diverse teams across sales, marketing & product, and align stakeholders toward common goals.
• Time Management, Prioritization & Communication
  
  Skills:
  
  Exceptional organizational skills, with the ability to prioritize tasks and communicate effectively.

• 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.

• 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.

If you’re passionate about…