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Zenoti is a cloud-based software platform serving the beauty and wellness industry, powering over 30,000 salons, spas, medspas, and fitness studios across 50+ countries. The company recently achieved unicorn status ($1B+ valuation) and raised $80M from TPG.
As Director of Customer Success, you will lead the customer success function and play a critical strategic role in ensuring customers achieve measurable outcomes with the Zenoti platform. You will act as a strategic partner to enterprise and mid-market clients, guiding them through product adoption, best practices implementation, and long-term growth strategies.
Key responsibilities include:
• Customer Advocacy & Engagement: Build and maintain strong relationships with customers, C-suite executives, and key stakeholders. Understand their business needs and challenges to drive platform adoption, communicate value, and achieve business results.
• Product Expertise: Develop deep subject matter expertise in Zenoti's platform capabilities, features, and functionalities. Proactively explore new features to maximize customer value delivery.
• Problem Solving & Solution Building: Analyze customer challenges and independently develop tailored solutions to enhance their experience and business outcomes.
• Strategic Planning: Develop customer success strategies aligned with business objectives, including onboarding frameworks, health scoring models, and retention programs.
• Team Leadership: Build, mentor, and manage a high-performing customer success team, setting clear goals and driving accountability.
• Cross-functional Collaboration: Partner with Sales, Product, Engineering, and Support teams to ensure seamless customer experiences and gather feedback for product improvements.
• Metrics & Analytics: Track and report on key customer success metrics including NRR, churn, CSAT, and expansion revenue.
You should have 5+ years of customer success experience, ideally in B2B SaaS, with demonstrated success managing enterprise accounts and leading teams. Strong communication, relationship-building, and analytical skills are essential.
