Manager, Customer Success

About Phorest

Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion-dollar company.

We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.

The Opportunity

This role is instrumental in developing and executing the Customer Success strategy, focusing on driving growth, retention, and Net Revenue Retention (NRR) within the existing customer base. They own the strategy, budget and Customer Success KPIs behind our existing client ARR and Revenue Goals (ex Pay).This role involves mentoring Team Members , championing a high-performance culture, and ensuring all post-onboarding strategies deliver maximum client value and commercial impact.

What You'll Do

Team Leadership and Development

• Lead, coach and develop a high-performing team, with a focus on autonomy, accountability and growth mindset.

• Create a culture of growth, accountability, and customer-first thinking.

• Implement solutions to improve efficiency and job satisfaction based on active listening and addressing team pain points.

Strategic Growth and Commercial Impact

• Own the customer success commercial plan and develop the overall strategy in tandem with the regional leadership team.

• Set and align on regional commercial targets, define the operational plan, and drive execution against these goals.

• Develop and execute strategies to drive faster value and successful feature adoption post-onboarding.

• Oversee commercial operations by supporting and empowering the team members with the necessary tools, training, and guidance.

• Implement best practices and frameworks to improve the customer journey, retention, and long-term success.

End-to-End Alignment and Data Advocacy

• Build strong, influential relationships within the regional Team and global Teams, acting as the voice of the customer and co-owning initiatives that improve client outcomes and feature adoption.

• Ensure proper handovers between Onboarding and Customer Success to improve retention and customer lifetime value.

• Design, implement and continuously improve operational processes and standards within Customer Success, ensuring consistent, high-quality execution and system usage.

• Own the use of data and dashboards (churn/retention, upsell / downsell, health scores, NPS) to analyse trends, surface risks and opportunities and adjust strategy. Anticipate future needs and blockers and proactively implement plans to protect and grow revenue in tandem with senior regional leadership.

• Act as a strong advocate for the Success Manager team, providing insights and recommendations to the leadership team

Deliverables

• KPI Ownership & Business Impact: Consistently delivers on Customer Success's key business outcomes through the team, including meeting or exceeding commercial and operational KPIs, with clear linkage to department strategy and Phorest financial metrics.

• Team Growth & Performance: Documented development and growth of the customer success team resulting in consistently high team performance and goal attainment.

• Strategic Roadmap & Alignment: Documentation of the Success Manager team strategy and roadmap, developed in partnership with and validated by senior leadership, ensuring top-down alignment on goals and execution.

• Operational Excellence & Data-Driven Management: Ensures forecasts and pipelines are built, accurate, timely and grounded in data. Key processes (playbooks, churn trackers, health frameworks, etc) are well-designed, fully documented, consistently followed and iterated based on insights and performance trends.

• Customer Value Metrics: Measurable increase in customer adoption rates and feature activation within the established customer base.

• Strategic Contribution, Communication & Cross-Functional Influence: Regularly provides clear, data-backed insights and recommendations to global CS leadership and regional leadership, shaping decisions on strategy, resourcing and initiatives. Acts as a strong cross-functional partner and voice of the customer, influencing Product, Marketing, Sales and Support to deliver against Customer Success and company strategy while role-modelling Phorest values and spotlighting the team’s impact.

Who You Are

Skills

• CS/Sales Leadership: Proven experience leading a Customer Success function or commercial team, preferably in a SaaS environment.

• Commercial Mindset: Strong commercial judgement and deep understanding of our industry, product and key financial metrics (e.g. ARR, net upsell, churn) to make decisions aligned with department and company strategy.

• Data-Driven Strategy & Translation: Strong ability to understand complex data, translate insights into actionable plans/improvements, and use data to support strategic decision-making.

• Value Selling: Proven ability to value-sell premium features (e.g. Ads Manager, SMS marketing) and build strong cross-functional relationships, acting as the voice of the customer and influencing stakeholders in high-impact or sensitive situations.

• Presentation Skills: Excellent verbal communication and presentation skills required for engaging stakeholders and presenting strategy to senior leadership.

• Tools Proficiency: Experience working with CRM, onboarding, and customer engagement tools.

Capabilities

• Leadership & Coaching: Strong leadership skills, with experience coaching and developing teams.

• Analytical Acumen: Highly analytical, with the ability to leverage data and customer insights to drive decision-making.

• Stakeholder Management: Builds strong, collaborative relationships across CS Management, Product, Marketing, and Sales, adapting communication style to different audiences and influencing effectively to deliver seamless client experiences.

• Problem Solving: Uses strong critical thinking to resolve complex or operational challenges, anticipates future needs or blockers, and flexibly steps into high-impact client conversations when required.

• Accountability: Creates a high-trust, high-engagement environment where team members feel supported, take ownership of outcomes and are held accountable for delivering against clear goals and standards.

Benefits

Your wellbeing is important to us - we provide 2 Wellness Days, and an employee assistance program.

As part of our Financial Wellbeing, we provide competitive Compensation, and an Employee Share Purchase Scheme.

‍♀️ We support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.

We care for your family and provide Enhanced Maternity and Paternity Benefits. 

We grow our own timber! We provide a great learning environment and extensive development opportunities. We run development programs and provide access to many online resources including LinkedIn learning.

Moving house? Phorest employees get 3 moving days.

Phorest is an equal opportunity employer. For this position, flexi-time and working from home is possible. We are also open to remote work. Get in touch to ask for more information or to chat about your future with Phorest!

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.