Job Overview
Location
Remote
Job Type
Full-time
Category
Marketing
Date Posted
October 18, 2025
Full Job Description
đź“‹ Description
- • Lead the critical first 90-day journey for every new Zenoti customer, translating excitement at purchase into measurable business value and long-term loyalty. You will own the end-to-end onboarding roadmap for beauty and wellness brands ranging from single-location spas to 200-site franchises, ensuring each one is live, trained, and generating ROI within an aggressive but realistic timeline.
- • Translate complex SaaS capabilities into simple, phased roll-out plans that match the unique rhythms of salons, med-spas, fitness studios, and multi-location chains. You will map Zenoti’s appointment booking, POS, CRM, inventory, marketing, and employee modules to each client’s existing workflows, eliminating friction and highlighting quick wins that prove value in the first 30 days.
- • Build and maintain a data-driven onboarding playbook that balances standardization with flexibility. You will define milestones, success criteria, and risk triggers; track progress in Salesforce, Gainsight, and Jira; and surface real-time dashboards for internal executives and external stakeholders so no client ever feels “forgotten.”
- • Run weekly steering committees with C-suite owners, regional managers, and front-desk champions, translating technical updates into business language and securing rapid decisions that keep implementations on schedule. Your ability to speak both “tech” and “treatment room” will turn skeptics into power users.
- • Coordinate a cross-functional task force of Solutions Engineers, Data Migration Specialists, Trainers, and Support leads located across Seattle, Hyderabad, and Manila. You will set sprint goals, remove blockers, and celebrate wins so that every team member knows exactly how their work accelerates customer success.
- • Design and deliver role-based training that turns stylists, receptionists, managers, and franchise owners into confident Zenoti users. You will create bite-sized videos, live webinars, and in-app walkthroughs, then measure adoption through heat-maps and NPS surveys to continuously refine content.
- • Identify expansion opportunities during onboarding—additional locations, premium modules, integrated payments, or marketing add-ons—and partner with Account Management to craft proposals that grow ARR while the customer is still in “delight” mode.
- • Champion the voice of the customer inside Zenoti. You will distill onboarding feedback into product requirements, escalate systemic issues to Engineering, and influence roadmap priorities so that every new release makes the next cohort of customers even easier to onboard.
- • Own key metrics: Time-to-First-Appointment (TTFA), Time-to-Go-Live (TTGL), 30-day active usage, and 90-day NPS. You will iterate processes, automate repetitive tasks, and lobby for tooling investments until these benchmarks consistently beat industry standards.
- • Travel up to 20 % for high-value kick-offs, regional training roadshows, and flagship customer events. When on-site, you will soak in the sights, sounds, and smells of a bustling salon so you can return with sharper empathy and even better playbooks.
- • Mentor junior Project Coordinators and aspiring CSMs, creating career paths that keep top talent inside Zenoti and raise the bar for customer experience across the company.
🎯 Requirements
- • 4+ years managing SaaS implementations for multi-location customers, preferably in verticals with complex scheduling and inventory needs (health & beauty, fitness, hospitality, retail).
- • Proven track record delivering projects on time and under budget while exceeding customer satisfaction targets (CSAT ≥ 90 % or NPS ≥ 50).
- • Expert-level command of project management tools (Jira, Asana, Monday, or MS Project) and customer success platforms (Salesforce, Gainsight, ChurnZero).
- • Demonstrated ability to translate technical concepts into business outcomes for non-technical stakeholders; exceptional presentation and storytelling skills.
- • Nice-to-have: PMP, CSM, or Agile certification; experience in the beauty & wellness industry; fluency in Spanish or French for LATAM/EU customers.
🏖️ Benefits
- • 100 % remote-first culture with quarterly “Work from Anywhere” weeks—log in from a beach cabana or mountain lodge.
- • Comprehensive health, dental, vision, and mental-wellness coverage for you and dependents, plus a $1,000 annual wellness stipend for gym memberships, spa treatments, or mindfulness apps.
- • Equity in a fast-growing SaaS unicorn valued at $1.5 B, with refresh grants and clear vesting milestones.
- • 20 days PTO, 10 company holidays, and your birthday off—because self-care starts at home.
Skills & Technologies
Remote
About Zenoti, Inc.
Zenoti provides cloud-based enterprise software for spas, salons, med-spas and fitness studios worldwide. The platform integrates appointment booking, POS, CRM, inventory, staff management, marketing automation, analytics and mobile apps into a single solution. Supporting multi-location chains, franchises and independents, it handles scheduling, payments, memberships, loyalty programs, online bookings and business intelligence. Founded in 2010, the company serves thousands of businesses across 50+ countries from offices in the United States, India, Southeast Asia and Europe.
