Manager - Customer Success Operations

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

What's the opportunity

As part of the CX Operations team , you will be entrusted with the responsibility of enabling operational excellence for our Customer Success organization. You will work closely with CS leaders, cross-functional teams, and project owners to identify, implement, and track key initiatives that enhance customer outcomes, retention, and experience. Your work will drive the operational rhythm, improve processes, and ensure CS teams have the insights, tools, and governance they need to deliver value consistently.

What will I be doing

• Partner with CS leaders to define operational KPIs, build frameworks to measure success, and lead reporting initiatives
• Map out key Customer Success processes and tools, and identify areas for automation, standardization, and optimization
• Work with data and insights teams to develop Power BI dashboards that provide real-time visibility into customer health, renewals, and CS performance
• Drive the operational cadence of QBRs, customer reviews, renewals, and risk management programs
• Ensure accurate and updated documentation of CS processes, policies, and handbooks
• Identify and close gaps in process implementation across customer journey stages (onboarding, adoption, expansion, and renewal)
• Design and implement audit processes for CS programs to drive accountability and track improvement over time
• Champion cross-functional collaboration with Support, Product, and Revenue Ops teams to align on customer goals

What skills do I need

Desirable Requirements

Why Zenoti

Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Skills Required

Salesforce, Power Bi, Process Improvement, Churn, Jira, Lean Six Sigma, expansion, Business Operations, Program Management