Manager - Support 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 Support leaders to define operational KPIs, build frameworks to measure success, and lead reporting initiatives
- Map out key Support 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 Supp performance
- Drive the operational cadence of QBRs, customer reviews, renewals, and risk management programs
- Ensure accurate and updated documentation of Support 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 Support programs to drive accountability and track improvement over time
- Champion cross-functional collaboration with Success, Product, and Revenue Ops teams to align on customer goals
What skills do I need?
- 10+ years in Customer Success Operations, Business Operations, or equivalent roles
- Proven experience building and scaling CS Ops frameworks, cadences, and governance models
- Strong knowledge of SaaS metrics (churn, expansion, NRR, health score) and customer journey tracking
- Certified Lean Six Sigma Green Belt (or higher)/ MBA in Operations with working knowledge of Lean Six Sigma principles
- Ability to synthesize complex data into actionable insights and influence decision-making at senior levels
- Strong program management and process improvement skills
- Ability to work independently and collaborate with global cross-functional teams
Desirable Requirements:
- Experience in a customer-facing CS or account management role
- Familiarity with Gainsight, Salesforce, Jira, or similar CS tech stack
- Experience using Power BI
- Project management experience (PMP/Agile certifications a plus)
Why Zenoti?
- Be part of an innovative company that is revolutionizing the wellness and beauty industry
- Work with a dynamic and diverse team that values collaboration, creativity, and growth
- Opportunity to lead impactful initiatives and shape the global success of Zenoti’s Customer Success function
- Attractive compensation and benefits
- Medical coverage for yourself and your immediate family
- Access to regular yoga, meditation, breathwork, and stress management sessions — with family access too
- Regular social activities and opportunities to give back through social work and community initiatives
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.