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Zenoti
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Manager - Support Operations

Manager - Support Operations

Zenoti

10 - 15 years

35 - 40 Lacs

hyderabad

Posted:1 week ago| Platform:

Apply

Skills Required

automation project management customer retention wellness account management risk management crm business operations salesforce auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

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Manager - Support Operations