Senior Customer Success Manager

About the role

You will serve as a strategic partner for key accounts, guiding them from initial adoption to long-term platform mastery. Your primary responsibility is to transform complex workflows into straightforward actions that drive retention and expansion. Every interaction you have shapes the client's perception of the Zenoti platform and its value. You will analyze complex business challenges and translate them into actionable success plans using the technology. This role requires you to advocate passionately for customer needs within the organization. By doing so, you accelerate the time-to-value for each client engagement. You will identify hidden opportunities for growth within the existing customer ecosystem. Ultimately, you ensure that clients achieve their specific business objectives using Zenoti's capabilities.

Key facts

What you'll do

• Drive strategic initiatives for key accounts to achieve specific growth targets and adoption milestones.
• Map the complete client ecosystem to identify risks and uncover hidden value opportunities within the platform.
• Design tailored success plans that align specific product capabilities with distinct business outcomes and objectives.
• Advocate internally for customer needs to ensure the product roadmap reflects critical user requirements.
• Analyze product usage data to detect critical expansion signals and trends that indicate growth potential.
• Develop proactive outreach strategies based on data insights to address client needs before issues arise.
• Coordinate with multiple internal teams, including sales, product, and support, to resolve intricate operational challenges.
• Translate complex product roadmaps into clear narratives for various stakeholder groups to ensure alignment.
• Partner closely with sales and implementation teams to refine and optimize onboarding and rollout sequences.
• Serve as the primary liaison between the client and the organization for ongoing strategic discussions.
• Identify cross-sell and upsell opportunities that enhance the client's utilization of the Zenoti platform.
• Monitor industry trends within the beauty, wellness, and fitness sectors to provide relevant insights to clients.
• Facilitate training sessions for client stakeholders to ensure deep understanding and effective platform utilization.
• Document success metrics and case studies to demonstrate the tangible value delivered to clients.
• Collaborate with product development teams to provide feedback based on real-world client usage data.
• Ensure client satisfaction remains high by proactively managing expectations and delivering consistent value.
• Support the development of best practices that can be scaled across the broader customer base.
• Contribute to the creation of content that empowers clients to achieve success with minimal support overhead.
• Maintain a high level of ownership for client outcomes, ensuring long-term retention and expansion.
• Act as an expert consultant, advising clients on how to maximize their return on investment.

Requirements

You must possess three to five years of customer success experience in SaaS or enterprise software environments. You must have a history of managing large, complex accounts within a subscription-based context. Strong analytical skills are necessary to interpret product metrics and usage patterns effectively. Executive-level communication skills are required for professional interactions with senior stakeholders. You must be proficient with CRM tools, helpdesk systems, and collaboration platforms to manage workflows. Reliable transportation is essential for regional travel when client needs demand it. You must be comfortable working independently and as part of a collaborative team. A strong attention to detail is required to manage multiple client success plans simultaneously. You must have excellent written and verbal communication skills to articulate complex concepts clearly. The ability to adapt to changing priorities and client needs is critical for success in this role.

Nice to have

Experience in beauty, wellness, or fitness sectors is preferred. Familiarity with appointment scheduling, membership, and point-of-sale software is advantageous.

Practical notes

Please What you'll do

Zenoti supports beauty, wellness, and fitness teams with an AI workspace that handles bookings, marketing, and revenue tracking. It automates appointment flows, nurtures leads between visits, and coordinates offers across channels. The platform stores profiles, purchase history, and preferences so teams can personalize each interaction. Teams use it to streamline operations and strengthen recurring revenue.