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Zenoti · 23 hours ago

Enterprise Customer Success Senior Manager (SaaS Customer Success)

Seattle, Washington, United States

Full-time

Hybrid

Senior Level, Lead/Staff

$130K/yr - $160K/yr

10+ years exp

Zenoti is a high-growth company providing an all-in-one cloud-based software solution for the beauty and wellness industry. The Enterprise Customer Success Senior Manager will manage a portfolio of key customers, delivering insights and driving platform adoption to enhance customer success and retention.

BillingCloud Data ServicesCRMEnterprise SoftwareMarketingPoint of SaleSaaSSchedulingSoftware

Comp. & Benefits

Responsibilities

Build and maintain strong relationships with customers, including CxOs and key stakeholders, by understanding their business needs and challenges. Use this knowledge to drive platform adoption, communicate value, and achieve mutually beneficial business results. Monitor customer health metrics (engagement, usage, NPS) to prevent churn and identify upsell or expansion opportunities

Become a subject matter expert in Zenoti’s platform by proactively exploring features and functionalities. Analyze customer challenges and independently develop solutions to maximize their experience and business outcomes, ensuring customers are fully leveraging the platform through regular check-ins and business reviews

Leverage customer data and insights to guide decision-making, improve retention, and identify expansion opportunities. Track and analyze metrics to measure customer success, identify areas for improvement or expansion, and use these insights to increase adoption rates

Confidently lead customer conversations, influence stakeholders, and drive positive change within organizations. Balance customer advocacy with commercial acumen by identifying growth opportunities, strategically managing renewals, and aligning customer outcomes with company revenue goals

Work closely with sales, marketing, product, support, engineering, and other teams to ensure a seamless customer journey, continuous product improvement, and timely resolution of technical issues

Effectively manage multiple accounts, prioritize tasks, and communicate complex topics clearly and concisely

Proactively identify and mitigate potential risks before they impact customer retention. Act promptly to resolve critical customer issues and collaborate with relevant teams to ensure fast and effective solutions

Confidently work with complex, multi-divisional, multi-geographical customers with gravitas and executive presence, and driving alignment and consensus throughout the customer organization

Qualification

Customer Success ManagementData AnalysisStakeholder EngagementSaaS ExperienceAccount ManagementEmpathyCommunication SkillsProblem-SolvingTime ManagementCollaboration

Required

Bachelor's degree required

10+ years of experience in a customer facing role in Customer Success, Account Manager, Consulting or Professional Services with enterprise level customers

Ability to travel as needed to be on-site with key customers or attend important industry events

Strong empathy for customers and passion for revenue and growth

Experience working in fast-paced growth environments

Proven success in client growth, retention, and satisfaction