Product Specialist (SaaS Implementation and Onboarding)

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

We are seeking an experienced Product Specialist with a proven background in the SaaS industry to support customer onboarding, drive product adoption, and deliver measurable value through our AI product suite. The successful candidate will serve as a trusted advisor to our clients, ensuring seamless engagement across the customer lifecycle, while collaborating with internal stakeholders to align product capabilities with business outcomes. 

Key Responsibilities

• Customer Onboarding & Enablement
• Lead customer onboarding journeys, ensuring seamless setup, integration, and initial success with our AI products.
• Conduct customer-focused sessions, demos, and recommend best practices.
• Build strong relationships with customer stakeholders across technical, business, and executive teams.
• Gather customer feedback and translate insights into actionable recommendations for internal teams.
• Ensure high customer satisfaction and contribute to renewal and expansion opportunities.
• Driving Adoption & Value Realization
• Act as a trusted advisor to customers, helping them integrate AI solutions into business workflows.
• Monitor product usage and proactively identify opportunities to increase adoption.
• Collaborate with customers to define success metrics and demonstrate ROI.
• Cross-Functional Collaboration
• Partner with Product, Engineering, and Support teams to escalate and resolve customer issues.
• Share customer insights to influence product roadmap and strategy.
• Collaborate with Sales and Customer Success teams to drive long-term account growth.
• Reporting & Insights
• Track and analyze customer health, adoption, and engagement metrics.
• Provide regular reports and business reviews to both customers and internal stakeholders.

What We’re Looking For

• 2–4 years of hands-on experience in SaaS, preferably in a Product Specialist, or Solutions Architect, Business Consultant role.
• Strong understanding of customer onboarding, engagement, and adoption frameworks.
• Demonstrated experience in stakeholder management across diverse customer and internal groups.
• Proficiency in analyzing product usage data and presenting actionable insights.
• Prior hands-on exposure to AI or data-driven products is required.
• Strong verbal and written communication skills, especially in the areas of requirements and solution documentation.
• Ability to manage and work across multiple projects. Experience working with remote teams across different time zones
• Strong ability to demo/train and deliver excellent customer presentations.
• Strong logical, analytical and problem-solving skills
• Open to travel on short notice to customer locations when required
• Good understanding of MS Office, JIRA, confluence applications and PS tools
• Ability to learn new skills and operate in a fast-paced and changing environment.

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.