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

Key technologies and capabilities for this role

Customer SuccessOperations ManagementProcess ImprovementProject ManagementCross-functional CollaborationData Insights

Questions & Answers

Common questions about this position

What experience level is required for this role?

The position requires 10+ years in Customer Success Operations, Business Operations, or equivalent roles.

What are the main responsibilities of the Manager - Support Operations?

Responsibilities include partnering with Support leaders to define KPIs and reporting, mapping processes for optimization, developing Power BI dashboards, driving operational cadence for QBRs and renewals, ensuring documentation, closing process gaps, implementing audits, and championing cross-functional collaboration.

What is the salary range for this position?

This information is not specified in the job description.

Is this role remote or does it require office work?

This information is not specified in the job description.

What makes a strong candidate for this Manager - Support Operations role?

A strong candidate will have 10+ years in Customer Success Operations or Business Operations, proven experience in process optimization, KPI definition, Power BI dashboards, and cross-functional collaboration to drive customer outcomes.

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