Senior Director - Customer Success at Zenoti

Seattle, Washington, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Beauty and Wellness, FitnessIndustries

Requirements

10+ years of overall experience in leading customer-oriented teams
A degree in engineering or equivalent
PMP certification (added advantage)
Passion for customer success and laser focus on providing customer value
Strong understanding of business and technology
Strong negotiation and consultative abilities
Ability to understand, articulate, and manage customer expectations
Experience dealing with a variety of complex accounts and building relationships at C-level
Experience working with remote teams effectively
Ability to work in a fast-paced, ever-changing startup environment
Informal and people-centric approach to work and getting things done
Ability to quickly establish credibility with the senior leadership team
Operating with a global mindset and leading with an external perspective
Outstanding communication skills
Knowledge of enterprise implementations, professional services, and support processes (definite plus)
Willingness to travel to customer locations on short notice when required

Responsibilities

Own customer growth and delight customers throughout their journey at Zenoti
Enable customers to achieve ROI on Zenoti products by adopting consulting and professional methodologies suited to their business size, region, and vertical
Lead teams to drive customer success outcomes, including delivering ROI from subscribed products
Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
Drive new business growth through greater customer advocacy and reference-ability
Define and optimize the customer lifecycle by mapping the customer journey
Develop listening points in the customer journey (e.g., usage, satisfaction)
Standardize interventions for each point in the customer journey
Define segmentation of the customer base and varying strategies
Identify opportunities for continuous improvement and learn from industry best practices
Measure and improve the effectiveness of Customer Success, professional services, and customer enablement teams
Serve as the Voice of Customer within the organization and drive cross-functional initiatives to improve customer engagement and adoption
Obsess about the quality of work produced

Skills

Key technologies and capabilities for this role

Customer SuccessTeam LeadershipROI ManagementConsultingProfessional ServicesSaaSCRMCustomer RetentionAccount Management

Questions & Answers

Common questions about this position

What is the salary for the Senior Director - Customer Success role?

This information is not specified in the job description.

Is this a remote position or what is the location requirement?

This information is not specified in the job description.

What skills are needed to succeed in this role?

A passion for customer success and laser focus on providing customer value, along with a strong understanding of business, are essential. The role also requires leadership to drive customer outcomes, optimize lifecycles, and measure team effectiveness.

What is the company culture like at Zenoti?

Zenoti is recognized as a Great Place to Work CertifiedTM for 2021-2022, reaffirming their commitment to empowering people to feel good and find their greatness.

What makes a strong candidate for this Senior Director role?

Candidates should demonstrate a passion for customer success, strong business understanding, and the ability to lead teams in driving ROI, customer adoption, lifecycle optimization, and cross-functional initiatives as the Voice of Customer.

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