Lead - Customer Success

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, CorePower Yoga and TONI&GUY.

Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, 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 CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness. To learn more about Zenoti visit: https://www.zenoti.com

As a Customer Success Manager (CSM) at Zenoti, you will play a critical role in ensuring our customers achieve success with our platform. You will act as a strategic partner, guiding clients through product adoption, best practices, and long-term growth strategies. Your ability to combine technical knowledge with strong communication and relationship-building skills will be essential to driving customer satisfaction and retention. This role is focused on our VoIP product offerings and will span across all accounts that have subscriptions for these products. This will be a niche role in the organization working with a key owner as we mature the VoIP product offering post sale journey.

Key Responsibilities

• Customer Advocacy & Engagement: Develop strong relationships with customers, understanding their business needs and challenges to drive adoption and success.
• Product Expertise: Become a subject matter expert in Zenoti’s platform, proactively exploring features and functionalities to deliver maximum value to customers.
• Problem Solving & Solution Building: Analyze customer challenges and independently develop solutions to enhance their experience and business outcomes.
• Data-Driven Strategy: Leverage customer data and insights to guide decision-making, drive customer retention, and identify expansion opportunities.
• Executive Presence & Influence: Confidently lead customer conversations, influence stakeholders, and drive positive change within their organizations.
• Cross-Functional Collaboration: Work closely with sales, marketing, product, and support teams to ensure a seamless customer journey and continuous product improvement.
• Time Management & Prioritization: Effectively manage multiple accounts, prioritize tasks, and communicate complex topics clearly and concisely.

Required Skills & Qualifications

• VoIP Customer Success Experience: This is a must have skillset. You must have demonstrated operating in the body of knowledge for VoIP/telephony products.
• Technical Horsepower & Curiosity: Ability to deeply understand and use Zenoti’s product, with a proactive approach to learning.
• Problem Solving: Strong analytical and critical-thinking skills to independently identify challenges and develop effective solutions.
• Data-Driven Decision Making: Ability to interpret data to define strategies and make informed decisions.
• Executive Presence & Influence: Confidence, charisma, and credibility to lead discussions and drive meaningful change.
• EQ & Relationship Building: Strong interpersonal skills with a customer-first mindset, active listening, and deep customer empathy.
• Cross-Functional Collaboration: Proven ability to work with diverse teams across sales, marketing & product, and align stakeholders toward common goals.
• Time Management, Prioritization & Communication Skills: Exceptional organizational skills, with the ability to prioritize tasks and communicate effectively.

Preferred Qualifications

• Experience in a SaaS, technology, or customer-facing role.