Manager - Support Operations
As a Manager of Support Operations at Zenoti, you will play a pivotal role in enhancing the operational efficiency of our Customer Success organization. This position involves close collaboration with Customer Success leaders, cross-functional teams, and project owners to identify, implement, and monitor key initiatives aimed at improving customer outcomes, retention, and overall experience. Your efforts will drive the operational rhythm, refine processes, and ensure that Customer Success teams are equipped with the necessary insights, tools, and governance to consistently deliver value.
In this role, you will partner with Support leaders to define operational Key Performance Indicators (KPIs), develop frameworks to measure success, and lead reporting initiatives. Responsibilities include mapping out key Support processes and tools to identify opportunities for automation, standardization, and optimization. You will collaborate with data and insights teams to create Power BI dashboards that provide real-time visibility into Support performance. Additionally, you will drive the operational cadence of Quarterly Business Reviews (QBRs), customer reviews, renewals, and risk management programs, while ensuring accurate and up-to-date documentation of Support processes, policies, and handbooks. Identifying and addressing gaps in process implementation across customer journey stages and designing audit processes to track improvements over time are also key aspects of this role.
The ideal candidate will have over 10 years of experience in Customer Success Operations, Business Operations, or equivalent roles, with a proven track record in building and scaling Customer Success Operations frameworks, cadences, and governance models. A strong understanding of SaaS metrics such as churn, expansion, Net Revenue Retention (NRR), and health scores, along with expertise in customer journey tracking, is essential. Certification as a Lean Six Sigma Green Belt (or higher) or an MBA in Operations with working knowledge of Lean Six Sigma principles is required. The ability to synthesize complex data into actionable insights and influence senior-level decision-making, coupled with strong program management and process improvement skills, is crucial. The role also demands the capacity to work independently and collaborate effectively with global cross-functional teams.
Zenoti offers an attractive compensation and benefits package, including medical coverage for employees and their immediate families. Employees have access to regular wellness programs such as yoga, meditation, breathwork, and stress management sessions, with family access included. The company also organizes regular social activities and provides opportunities to engage in social work and community initiatives.
Joining Zenoti means becoming part of an innovative company that is revolutionizing the wellness and beauty industry. You will work with a dynamic and diverse team that values collaboration, creativity, and growth. This role offers the opportunity to lead impactful initiatives and shape the global success of Zenoti’s Customer Success function.