Lead - Customer Success (VOIP)

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. This role is focused on our VoIP product offerings and will span across all accounts that have subscriptions for these products. This will be a niche role in the organization working with a key owner as we mature the VoIP product offering post sale journey. 

Key Responsibilities 

Customer Advocacy & Engagement: 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. 

Product Expertise & Solution Building: 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. 

Data-Driven Strategy & Insights: 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. 

Executive Presence & Influence: 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. 

Cross-Functional Collaboration: 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. 

Time Management & Communication: Effectively manage multiple accounts, prioritize tasks, and communicate complex topics clearly and concisely. 

Issue Resolution & Proactive Problem-Solving: 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. 

VoIP Customer Success Experience: Demonstrated, hands-on experience operating in the body of knowledge for VoIP/telephony products. 

Commercial Mindedness: Balance customer advocacy with business acumen—driving mutual value by identifying growth opportunities, managing renewals strategically, and aligning customer outcomes with the company’s revenue goals. 

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 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.