Director, Key Accounts – Customer Success; SaaS Customer Success Seattle, Washington, Unit

Director, Key Accounts – Customer Success (SaaS Customer Success)

Seattle, Washington, United States

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, 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, 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 Certified TM for 2021‑2022 as this reaffirms our commitment to empowering people to feel good and find their greatness.

To learn more about Zenoti visit:

We are looking for a motivated and curious professional to manage a portfolio of key, high ARR customers. The 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, and thrives 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 will require cultivating and developing relationships with both corporate executives and influential franchise owners.

• 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 are fully leveraging 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…