Vice President of Customer Growth

Vice President of Customer Growth

Location: Global / Flexible
Reports to: Chief Revenue Officer
Work Type - Remote (United States)
Department: Go-To-Market (GTM)

About Zenoti

Zenoti powers the world’s leading beauty, wellness, and fitness brands — helping them grow, delight their guests, and run their businesses effortlessly. We are seeking an experienced VP of Customer Growth to ensure that every customer achieves measurable value — and that customer excellence becomes a driver of predictable, profitable growth.

Role Overview

The Vice President of Growth will serve as the executive owner of the commercial relationship with Zenoti’s existing customers, driving renewals, upsell, cross-sell, and AI consumption growth.

While Customer Success focuses on value realization and adoption, the VP of Growth ensures those outcomes translate into revenue performance and commercial expansion. This leader will define the strategy, systems, and accountability for how Zenoti grows with its customers — aligning teams, metrics, and motions around sustained, customer-led revenue growth.

Key Responsibilities

1. Own the Commercial Lifecycle of Existing Customers

• Lead all commercial aspects of the customer lifecycle, including renewals, expansions, and AI consumption growth.
• Partner with Customer Success to ensure value delivery and adoption translate into measurable commercial outcomes.
• Build a predictable renewal and expansion forecast model, ensuring accuracy and accountability across regions and segments.
• Develop and enforce disciplined renewal and expansion processes, leveraging data to prioritize opportunities and mitigate risks.

1. Drive Net Revenue Retention and Expansion

• Own Zenoti’s Net Revenue Retention (NRR) target across SaaS and consumption-based products.
• Define and execute playbooks for upsell, cross-sell, and multi-product adoption.
• Collaborate with Marketing to develop programs that turn customers into advocates and expansion leads.
• Partner with Finance and Revenue Operations to align commercial performance with company growth targets.

1. Operationalize Customer Growth Commercial Excellence

• Translate the principles of Customer Excellence into a commercial growth engine.
• Ensure commercial teams understand and act on customer value metrics — tying adoption, ROI, and satisfaction to expansion opportunities.
• Embed customer excellence KPIs (e.g., retention, expansion, advocacy) into revenue management cadences.
• Partner with Customer Success and Product to ensure product utilization insights inform account growth strategies.

1. Accelerate AI Consumption Growth

• Drive the monetization and expansion of AI-based consumption products within the customer base.
• Work with Product and GTM leadership to drive adoption-based pricing and packaging models that align customer outcomes with Zenoti’s growth goals.
• Work with Product and Data Science teams to forecast and optimize consumption patterns.

1. Lead, Align, and Inspire Teams

• Lead the commercial account management and renewal teams responsible for post-sale revenue.
• Build strong alignment and shared accountability with Customer Success leadership for customer health, value realization, and retention.
• Create a high-performance culture centered on accountability, data-driven decisions, and customer impact.

Qualifications

• 15+ years of leadership experience in SaaS or cloud-based businesses, with deep expertise in customer growth and revenue ownership.
• Proven track record driving renewal, upsell, and cross-sell performance across complex, multi-product portfolios.
• Experience with hybrid SaaS + consumption-based business models.
• Strong commercial acumen and data orientation; ability to link customer outcomes to financial performance.
• Collaborative leadership style with demonstrated success partnering cross-functionally with Customer Success, Product, and Marketing.
• Excellent executive communication and influence skills; credible with both C-level customers and internal executives.

Success in This Role Looks Like

• Predictable, improving Net Revenue Retention (NRR) across SaaS and AI consumption solutions.
• Tight alignment and seamless partnership with Customer Success, where value realization and revenue growth reinforce each other.
• Increased expansion pipeline and multi-product penetration across the customer base.
• Clear, data-driven visibility into renewal and expansion performance.
• “Elevate Customer Excellence” operationalized as a commercial growth engine across Zenoti’s GTM.