Manager - Support Operations at Zenoti

Hyderabad, Telangana, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Beauty and WellnessIndustries

Requirements

10+ years in Customer Success Operations, Business Operations, or equivalent roles
Proven experience building and scaling CS Ops frameworks, cadences, and governance models
Strong knowledge of SaaS metrics (churn, expansion, NRR, health score) and customer journey tracking
Certified Lean Six Sigma Green Belt (or higher)/ MBA in Operations with working knowledge of Lean Six Sigma principles
Ability to synthesize complex data into actionable insights and influence decision-making at senior levels
Strong program management and process improvement skills
Ability to work independently and collaborate with global cross-functional teams
Desirable Requirements
Experience in a customer-facing CS or account management role
Familiarity with Gainsight, Salesforce, Jira, or similar CS tech stack
Experience using Power BI
Project management experience (PMP/Agile certifications a plus)

Responsibilities

Partner with Support leaders to define operational KPIs, build frameworks to measure success, and lead reporting initiatives
Map out key Support processes and tools, and identify areas for automation, standardization, and optimization
Work with data and insights teams to develop Power BI dashboards that provide real-time visibility into Support performance
Drive the operational cadence of QBRs, customer reviews, renewals, and risk management programs
Ensure accurate and updated documentation of Support processes, policies, and handbooks
Identify and close gaps in process implementation across customer journey stages (onboarding, adoption, expansion, and renewal)
Design and implement audit processes for Support programs to drive accountability and track improvement over time
Champion cross-functional collaboration with Success, Product, and Revenue Ops teams to align on customer goals

Skills

Customer Success

Operations Management

Process Improvement

Project Management

Cross-functional Collaboration

Data Insights

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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