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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 platform provides comprehensive business management tools including online appointment bookings, POS, CRM, employee management, inventory, and marketing automation. The company recently achieved unicorn status ($1B+ valuation) and raised $80M from TPG.
As a Senior Customer Success Manager, you will be a strategic partner to enterprise and mid-market customers, ensuring they achieve maximum value from the Zenoti platform. You will own the customer lifecycle post-sale, driving adoption, retention, and expansion revenue.
Key responsibilities include:
- Developing and maintaining strong relationships with assigned customer accounts, understanding their business needs and challenges
- Becoming a subject matter expert in Zenoti's platform features and best practices for the beauty/wellness vertical
- Proactively identifying upsell and cross-sell opportunities and collaborating with sales to expand account value
- Conducting onboarding, training, and ongoing enablement sessions to ensure customers maximize platform ROI
- Monitoring customer health metrics and engagement, intervening early on at-risk accounts
- Gathering customer feedback and insights to inform product roadmap and feature prioritization
- Collaborating cross-functionally with support, product, and implementation teams to resolve customer issues
- Preparing business reviews and executive updates for key accounts
You will manage a portfolio of strategic accounts, balancing high-touch engagement with scalable processes. Success is measured by customer retention, net revenue retention, and customer satisfaction scores (NPS/CSAT).
