Zenoti
Vice President - Professional Services Seattle, Washington, United States
Zenoti, Seattle, Washington, us, 98127
Overview 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.
Check you match the skill requirements for this role, as well as associated experience, then apply with your CV below. 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. About the Role 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. 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. You will work closely with Product, Sales, Customer Success, and Engineering to ensure that Professional Services is a strategic growth lever for the business. What You’ll Be Doing
Organizational Leadership & Talent Strategy
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.
Executive Stakeholder Engagement & Strategic Influence
Serve as the executive sponsor for critical accounts and complex enterprise rollouts. 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. Tailor messaging and insights to align with executive audiences and board-level interests.
Services Strategy, Operational Excellence & AI Enablement
Own the global strategy for implementation methodology, services packaging, delivery governance, and resource planning. Institutionalize AI-driven automation to identify risk signals, reduce manual touchpoints, and optimize project velocity and margin. 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. Act as the final escalation point for critical accounts and drive executive alignment to de-risk delivery. Lead post-mortem reviews and cross-functional RCA (Root Cause Analysis) with structured resolution plans. Use escalation trends to inform upstream fixes and improve readiness standards.
Process Innovation, Quality & Continuous Improvement
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.
Customer Success Alignment & Business Impact
Partner with Sales and Customer Success to align on pre-sales scoping, customer health post-implementation, and expansion readiness. 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 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. Strong executive presence and a successful track record of building trust with C-level clients and internal stakeholders. 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. Business acumen and strategic thinking with the ability to balance customer delight and operational efficiency. Experience navigating cross-functional orgs and influencing roadmap prioritization. Familiarity with delivery tools such as Rocketlane or other PS tools, Salesforce, Smartsheet, Jira, and Confluence. Bonus: Experience in wellness, healthcare, or multi-location services businesses. Core Competencies We Value
Visionary Leadership: Crafts and communicates a long-term services strategy that scales with the business. Enterprise Customer Engagement: Establishes trust with global customers and guides them through complex change initiatives. AI & Automation Champion: Integrates intelligent tools that amplify delivery quality, reduce cost, and boost velocity. Operational Rigor: Sets up high-precision systems for monitoring, forecasting, and course correction. Talent Magnetism: Attracts and retains top-tier PS talent while fostering internal mobility and growth. Cross-Functional Influence Executive Presence: Navigates across teams to align priorities, influence decisions, and create shared success metrics. Ability to project confidence, credibility, and strategic clarity in high-stakes interactions—both internally with cross-functional leaders and externally with enterprise clients $162,400 - $220,000 USD Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 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. Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in Zenoti’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Select... Voluntary Self-Identification of Disability Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026 Voluntary Self-Identification of Disability Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026 Why are you being asked to complete this form? We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability.
Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS) Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury Disability Status Select... PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.
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Check you match the skill requirements for this role, as well as associated experience, then apply with your CV below. 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. About the Role 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. 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. You will work closely with Product, Sales, Customer Success, and Engineering to ensure that Professional Services is a strategic growth lever for the business. What You’ll Be Doing
Organizational Leadership & Talent Strategy
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.
Executive Stakeholder Engagement & Strategic Influence
Serve as the executive sponsor for critical accounts and complex enterprise rollouts. 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. Tailor messaging and insights to align with executive audiences and board-level interests.
Services Strategy, Operational Excellence & AI Enablement
Own the global strategy for implementation methodology, services packaging, delivery governance, and resource planning. Institutionalize AI-driven automation to identify risk signals, reduce manual touchpoints, and optimize project velocity and margin. 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. Act as the final escalation point for critical accounts and drive executive alignment to de-risk delivery. Lead post-mortem reviews and cross-functional RCA (Root Cause Analysis) with structured resolution plans. Use escalation trends to inform upstream fixes and improve readiness standards.
Process Innovation, Quality & Continuous Improvement
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.
Customer Success Alignment & Business Impact
Partner with Sales and Customer Success to align on pre-sales scoping, customer health post-implementation, and expansion readiness. 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 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. Strong executive presence and a successful track record of building trust with C-level clients and internal stakeholders. 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. Business acumen and strategic thinking with the ability to balance customer delight and operational efficiency. Experience navigating cross-functional orgs and influencing roadmap prioritization. Familiarity with delivery tools such as Rocketlane or other PS tools, Salesforce, Smartsheet, Jira, and Confluence. Bonus: Experience in wellness, healthcare, or multi-location services businesses. Core Competencies We Value
Visionary Leadership: Crafts and communicates a long-term services strategy that scales with the business. Enterprise Customer Engagement: Establishes trust with global customers and guides them through complex change initiatives. AI & Automation Champion: Integrates intelligent tools that amplify delivery quality, reduce cost, and boost velocity. Operational Rigor: Sets up high-precision systems for monitoring, forecasting, and course correction. Talent Magnetism: Attracts and retains top-tier PS talent while fostering internal mobility and growth. Cross-Functional Influence Executive Presence: Navigates across teams to align priorities, influence decisions, and create shared success metrics. Ability to project confidence, credibility, and strategic clarity in high-stakes interactions—both internally with cross-functional leaders and externally with enterprise clients $162,400 - $220,000 USD Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 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. Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in Zenoti’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Select... Voluntary Self-Identification of Disability Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026 Voluntary Self-Identification of Disability Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026 Why are you being asked to complete this form? We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability.
Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS) Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury Disability Status Select... PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.
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