Enterprise Customer Success Senior Manager at Zenoti

Seattle, Washington, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Beauty and Wellness, SaaSIndustries

Requirements

Ability to connect the dots between customer workflows, product optimization and its effect on value realization
Experience spearheading initiatives with cross-functional teams on a number of concurrent, complex engagements
Ability to identify barriers to customer success and own the execution of an action plan to resolution
Experience working with complex, multi-divisional, multi-geographical customers and driving alignment and consensus throughout the customer organization
Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
Ability to quickly build credibility

Responsibilities

Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of Zenoti’s key customers
Manage a book of customers to drive overall account health including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction
Serve as a trusted product advisor to customers by delivering account growth performance and industry insights
Perform business reviews to align on user priorities, review growth feature metrics, share Zenoti's product roadmap and provide guidance on how to optimize the value from Zenoti from an advisory standpoint
Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Zenoti user experience
In coordination with an account team, support expansion by identifying and surfacing opportunities to ensure customers are successful

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementBusiness ReviewsAnalyticsCustomer EngagementWorkshopsCRMSales CollaborationTechnical SupportProduct Insights

Questions & Answers

Common questions about this position

What are the main responsibilities of this Enterprise Customer Success Senior Manager role?

The role involves managing a book of key customers to drive account health, performance, product adoption, renewals, and growth; delivering proactive workshops, business reviews, and growth insights; and partnering with sales and technical teams while advocating for customers internally.

What skills or qualities make an ideal candidate for this position?

The ideal candidate is motivated, curious, analytical, meticulous, and enjoys engaging customers to investigate issues and deliver insights.

Who will this role collaborate with internally and externally?

Internally, the role works closely with account executives, technical account managers, operations teams, Product Management, Engineering, Support, Marketing, and Sales. Externally, it interacts with corporate executives and influential franchise owners.

Is the salary or compensation mentioned for this role?

This information is not specified in the job description.

Is this role remote or does it require office presence?

This information is not specified in the job description.

Zenoti

Cloud-based software for beauty businesses

About Zenoti

Zenoti provides cloud-based software tailored for salons, spas, and med spas, helping over 12,000 businesses across more than 50 countries manage their operations. The software includes tools for appointment scheduling, billing, payments, reporting, analytics, marketing, employee management, and inventory control, all aimed at improving customer experience and automating front desk tasks. Operating on a Software-as-a-Service (SaaS) model, clients pay a subscription fee for access to the software, which is continuously updated without manual installations. Zenoti distinguishes itself by offering modern, touchless interactions like online booking and self-check-in, along with 24/7 support and assistance with data migration for new clients. The company's goal is to enhance the efficiency and customer experience of businesses in the beauty and wellness industry.

Bellevue, WashingtonHeadquarters

2010Year Founded

$322MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Paid Parental Leave

Unlimited Paid Time Off

Flexible Work Hours

Wellness Program

Risks

Emerging competitors in beauty software could threaten Zenoti's market share.

Economic downturns may reduce spending in the beauty and wellness industry.

Data privacy regulations like GDPR pose compliance challenges for Zenoti.

Differentiation

Zenoti offers a comprehensive mobile solution for salons, spas, and med spas.

The platform supports both large chains and small businesses with scalable features.

Zenoti's SaaS model ensures continuous updates and improvements without manual installations.

Upsides

Zenoti's integration of AI-driven personalization enhances user experience and client retention.

The rise of mobile-first strategies aligns with Zenoti's comprehensive mobile solution.

Zenoti's SaaS model benefits from the growing trend of subscription-based revenue streams.

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