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Zenoti is seeking a Manager of Customer Success for Enterprise Accounts to lead a portfolio of high-ARR, key customers in the beauty and wellness SaaS space. The role combines strategic account management with hands-on customer engagement, requiring you to build and maintain relationships with C-suite executives and influential franchise owners while driving platform adoption and identifying expansion opportunities.
Key responsibilities include:
**Customer Advocacy & Engagement:** Develop and maintain strong relationships with enterprise customers, understanding their business needs and challenges. Monitor customer health metrics (engagement, usage, NPS) to prevent churn and identify upsell or expansion opportunities. Deliver proactive workshops, business reviews, and growth insights to help customers maximize value.
**Product Expertise & Solution Building:** Become a subject matter expert in Zenoti's platform by exploring features and functionalities. Analyze customer challenges and develop tailored solutions to maximize their experience and business outcomes. Ensure customers are fully leveraging the platform through regular check-ins and business reviews.
**Cross-functional Collaboration:** Work closely with sales, technical account managers, and operations teams to engage customers in product, payment, and technical conversations. Serve as the voice of the customer internally, advocating for their needs and providing feedback to product and engineering teams.
**Growth & Retention:** Proactively identify expansion opportunities within existing accounts and work with sales to execute growth strategies. Develop thought leadership content and insights that position Zenoti as a trusted advisor in the beauty and wellness industry.
Zenoti powers over 30,000 salons, spas, medspas, and fitness studios across 50+ countries, including major brands like European Wax Center, Hand & Stone, and CorePower Yoga. The company recently achieved unicorn status ($1B+ valuation) and raised $80M from TPG.
