Senior Customer Success Manager

Zenoti; Bellevue (WA); On-site; USD 90,000 - 100,000; Full time

Job summary

Zenoti is seeking a Customer Success Manager in Bellevue, WA to guide customers through product adoption and growth strategies. You will act as a strategic partner, combining technical knowledge with strong communication to drive satisfaction and retention.

You will become a Zenoti platform expert, proactively exploring features, delivering value, and collaborating with sales, marketing, product, and support teams to ensure a seamless customer journey across multiple accounts.

Qualifications

• SaaS or customer-facing experience required.
• Wellness/beauty/fitness industry experience a plus.
• Proficiency with CRM tools and data analytics platforms.

Responsibilities

• Develop strong relationships with customers and drive adoption.
• Become a subject matter expert in Zenoti’s platform and features.
• Analyze customer challenges and build solutions to improve outcomes.
• Use data to guide decisions, retention and expansion opportunities.
• Lead customer conversations with executive presence and influence.
• Collaborate with sales, marketing, product, and support teams for a seamless journey.
• Manage multiple accounts with prioritization and clear communication.

Skills

Technical acumen

Problem solving

Data-driven decisions

Executive presence

Emotional intelligence

Cross-functional collaboration

Time management

Tools

CRM tools

Data analytics platforms

Job description

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

Role Overview

As a Customer Success Manager (CSM) at Zenoti, you will play a critical role in ensuring our customers achieve success with our platform. You will act as a strategic partner, guiding clients through product adoption, best practices, and long-term growth strategies. Your ability to combine technical knowledge with strong communication and relationship-building skills will be essential to driving customer satisfaction and retention.

Key Responsibilities

• Customer Advocacy & Engagement: Develop strong relationships with customers, understanding their business needs and challenges to drive adoption and success.
• Product Expertise: Become a subject matter expert in Zenoti’s platform, proactively exploring features and functionalities to deliver maximum value to customers.
• Problem Solving & Solution Building: Analyze customer challenges and independently develop solutions to enhance their experience and business outcomes.
• Data-Driven Strategy: Leverage customer data and insights to guide decision-making, drive customer retention, and identify expansion opportunities.
• Executive Presence & Influence: Confidently lead customer conversations, influence stakeholders, and drive positive change within their organizations.
• Cross-Functional Collaboration: Work closely with sales, marketing, product, and support teams to ensure a seamless customer journey and continuous product improvement.
• Time Management & Prioritization: Effectively manage multiple accounts, prioritize tasks, and communicate complex topics clearly and concisely.

Required Skills & Qualifications

• Technical Horsepower & Curiosity: Ability to deeply understand and use Zenoti’s product, with a proactive approach to learning.
• Problem Solving: Strong analytical and critical-thinking skills to independently identify challenges and develop effective solutions.
• Data-Driven Decision Making: Ability to interpret data to define strategies and make informed decisions.
• Executive Presence & Influence: Confidence, charisma, and credibility to lead discussions and drive meaningful change.
• EQ & Relationship Building: Strong interpersonal skills with a customer-first mindset, active listening, and deep customer empathy.
• Cross-Functional Collaboration: Proven ability to work with diverse teams across sales, marketing & product, and align stakeholders toward common goals.
• Time Management, Prioritization & Communication Skills: Exceptional organizational skills, with the ability to prioritize tasks and communicate effectively.

Preferred Qualifications

• Experience in a SaaS, technology, or customer-facing role.
• Background in the wellness, beauty, or fitness industries is a plus.
• Proficiency in CRM tools and data analytics platforms.

Why Join Zenoti?

• Be part of a high-growth, innovative company transforming the beauty and wellness industry.
• Work in a dynamic and collaborative environment with industry leaders.
• Opportunities for professional growth, learning, and career advancement.

If you’re passionate about helping customers succeed, solving complex challenges, and driving impactful change, we’d love to hear from you!

Zenoti Pay Range: $90,000 USD - $100,000 USD

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.