management
Posted Apr 23Vice President - Professional Services
at Zenoti
Seattle, United StatesOn-site
Responsibilities
- Lead, scale, and mentor a global team of Services Directors, Project Managers, Solution Consultants, and Functional SMEs.
- Build a high-performing leadership pipeline aligned to long-term org growth and succession needs.
- Drive a strong performance culture rooted in accountability, ownership, and customer outcomes.
- Align functional OKRs with company goals while fostering team cohesion across geographies.
- Build and maintain executive relationships with key clients to ensure alignment on transformation goals and milestones.
- Influence internal C-level stakeholders across Product, Sales, Engineering, and Customer Success to drive cohesive customer experiences.
- Own the global strategy for implementation methodology, services packaging, delivery governance, and resource planning.
- Drive operational cadences: Weekly delivery health reviews, capacity planning, backlog grooming, and forecast roll-ups.
- Make data-informed decisions quickly—even amidst ambiguity—using real-time dashboards and risk telemetry.
- Lead post-mortem reviews and cross-functional RCA (Root Cause Analysis) with structured resolution plans.
- Own the PS playbook and constantly evolve it through customer feedback, AI innovations, and market benchmarks.
- Standardize reusable assets, templates, and delivery accelerators that reduce time-to-value.
- Drive continuous learning and capability-building across tools, AI adoption, and vertical-specific onboarding approaches.
- Establish leading indicators for churn risk during implementation and align mitigation strategies across teams.
- Track PS contribution to Net Revenue Retention, time-to-value, and implementation gross margin. What You’ll Need 15+ years of
Requirements
- 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.
- This executive role is ideal for someone who thrives in driving customer transformation at scale, leading with data and AI enablement, building cross-functional trust, and developing the next generation of delivery leadership.
- Services Strategy, Operational Excellence & AI Enablement
- Institutionalize AI-driven automation to identify risk signals, reduce manual touchpoints, and optimize project velocity and margin.
- experience in SaaS customer implementation, with at least 5+ years in executive leadership. Proven
- experience managing global professional services or consulting organizations with 50+ team members.
- Demonstrated success in implementing and scaling AI-driven solutions within Services or Operations environments.
- Deep understanding of SaaS delivery models, onboarding frameworks, and enterprise project governance.
- Experience in wellness, healthcare, or multi-location services businesses.
- AI & Automation Champion
- Ability to project confidence, credibility, and strategic clarity in high-stakes interactions—both internally with cross-functional leaders and externally with enterprise clients
Benefits
- Familiarity with delivery tools such as Rocketlane or other PS tools, Salesforce, Smartsheet, Jira, and Confluence. Bonus:
- Zenoti Pay Range $145,000 — $220,000 USD
- 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.
Contact
- To learn more about Zenoti visit: https://www.zenoti.com About the Role
Additional details
- 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™.
- As the Vice President of Professional Services , you will own the end-to-end strategy and execution of onboarding, implementation, and services delivery for Zenoti’s global SaaS customers.
- You’ll lead and scale a high-impact team of leaders and practitioners responsible for enabling customer success from Day 1 through effective project governance, strategic alignment, and operational excellence.
- You will work closely with Product, Sales, Customer Success, and Engineering to ensure that Professional Services is a strategic growth lever for the business.
- Serve as the executive sponsor for critical accounts and complex enterprise rollouts.