Lead - Customer Success ( Brisbane, Australia)

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?

Customer Success Manager (CSM) is ultimately responsible for ensuring the success of the portfolio of Zenoti’s customers. The CSM will bring Zenoti’s best ideas, innovations, and capabilities to their portfolio of customers and match these to the customers’ business goals, driving greater business value and executive alignment between Zenoti and the Customer.

What will I be doing ?

• Creating value, revenue, results and rock-solid relationships with Zenoti customers by being a strategic, trusted business partner and advocate.

• Analyzing and gaining insight into the customer’s business, market, industry, and revenue model, and then driving recommendations and solutions leveraging Zenoti capabilities to deliver revenue and results.

• Consulting with existing and new customers to ensure they are getting the most out of the Zenoti system, and where required, engaging with relevant team members across the organization to ensure challenges faced are addressed in a timely manner.

• Developing a solid understanding of the customer's technical environment and business goals, to inform and develop a long-term account solution strategy and road-map, working in tandem with the product team.\

• Identifying, developing and maintaining strong relationships with stakeholders at all necessary levels (C-suite, management and functional) within the customer organization to understand and influence their project strategies

• Drive periodic customer engagements and touch-points to inform “Customer Health”, manage expectations, identify necessary escalations and ensure continued high customer satisfaction.

What skills do I need?

• Have worked with large scale enterprise customers

• Desire to work in a competitive environment where one’s growth potential is driven by one’s abilities and attitude

• Experience with and/or an understanding of the wellness industry is strongly recommended

• Managing SaaS or Cloud technical accounts with desire to learn new value propositions, products, and customers

• Previous Senior-level Program Management or Product Management experience a huge plus

• Experience in customer-facing project/engagement management, technical pre-sales or other enterprise software IT/technical delivery or consulting role (Professional Services or Software Licensing)

• Ability to analyze a business in the wellness industry, both qualitatively and quantitatively, and articulate challenges, opportunities, and solutions

• Executive facilitator, with excellent presentation and written communication skills working with C-Suite/VPs/Directors to understand needs

• Passion for customer success, driven by customer satisfaction, product adoption, and achieving revenue results

• 4-year Bachelor's Degree in Business or any relevant discipline.

• 4 or more years of strong relevant experience in customer facing technology customer success or sales role

Benefits

At Zenoti, we believe that when people feel good, they are able to do great things. We enable our employees to unleash their potential by providing enriching career opportunities and dynamic financial rewards. We foster an enriching culture and encourage our employees to balance life, work, and wellbeing. We offer all of our employees:

• Attractive compensation and benefits

• Flexible work hours

• Programs, classes and activities supporting your physical and mental well being, led by Zenoti's dedicated Chief Wellness Officer

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.