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

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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 onboarding.
• 3+ years leading and coaching teams in a high-growth environment.
• Strong software aptitude—comfortable learning and explaining complex product functionality while tying it to industry use cases.
• Experience using or integrating AI tools and data-driven insights in operational workflows.
• Excellent stakeholder management and leadership presence, especially with cross-functional teams and senior executives.
• Strong business judgment and decision-making skills under pressure.
• Experience working with global teams across multiple time zones.
• Familiarity with project management and collaboration tools like Salesforce, Smartsheet, Jira, Confluence, or Rocketlane.
• Bonus: Experience in wellness, spa, or healthcare domains.

Core Competencies We Value

• Building Talent: Coaches and develops individuals while inspiring team performance.
• Impact & Influence: Uses storytelling, data, and empathy to build stakeholder alignment.
• Business Judgment: Makes confident, timely decisions with incomplete data.
• Customer Orientation: Champions customer needs while aligning with business objectives.
• Creativity & Innovation: Brings forward new ideas, adapts quickly, and integrates emerging technologies like AI to deliver better outcomes.