Manager - SaaS Onboarding - Professional Services

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 About the Role As a Practice Manager in our Onboarding team, you’ll lead a high-performing group of Product Specialists and Project Managers responsible for onboarding our SaaS clients. You will own the success of new customer implementations, drive internal team development, and operate as a key leader driving delivery. You will also be the face of Zenoti for our clients, showcasing how our platform delivers value beyond implementation. This role is perfect for someone who thrives on solving complex problems, building strategic relationships, leveraging AI-driven insights, and elevating both people and processes in a fast-paced SaaS environment. What You’ll Be Doing Team Leadership & Talent Development Manage, coach, and develop a team of 8–10 Product Specialists and Project Managers. Align team members’ personal growth with business goals and create clear development pathways. Foster a culture of accountability, ownership, and collaboration. Stakeholder & Client Engagement Act as an executive point of contact for clients during onboarding, ensuring success and long-term value realization. Collaborate cross-functionally with Sales, Product, and Customer Success to drive alignment and eliminate silos. Tailor communication to effectively influence executives and other key stakeholders. Strategic Oversight, AI Enablement & Delivery Excellence Own project and resource planning across multiple implementations. Drive operational cadence via team stand-ups, retrospectives, and performance reviews. Leverage AI insights and automation to identify risk signals, optimize workflows, and improve client outcomes. Use data to monitor progress, identify bottlenecks, and make informed decisions quickly—even in ambiguous scenarios. Escalation & Problem Resolution Handle escalations with speed and empathy, ensuring a resolution that maintains client trust. Lead root-cause analysis and implement improvements that prevent recurrence. Continuous Improvement & Innovation Identify gaps in onboarding processes and lead initiatives that enhance productivity and reduce time-to-value. Champion innovation and explore AI-based solutions that automate repetitive tasks, personalize client interactions, and improve delivery precision. Advocate for client-centric design in processes, templates, and training materials. Retention & Business Impact Partner with Customer Success and Sales to prevent early churn and reinforce customer lifetime value. Analyze trends and feedback to drive scalable strategies for stronger onboarding outcomes. What You’ll Need 10+ years of experience in SaaS onboard