Zenoti1mo ago

Manager - Support Operations

Hyderabadmid

Customer Experience ManagerCustomer Success

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Quick Summary

Requirements Summary

Experience in a customer-facing CS or account management role Familiarity with Gainsight, Salesforce, Jira,

Technical Tools

Customer Experience ManagerCustomer Success

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

Responsibilities

~1 min read

→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

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

Requirements

~1 min read

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)

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.