Customer Success Manager

The Opportunity

Phorest powers 10,000 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 fast 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. 

What you will do

• Be the voice of Phorest and the voice of the customer

• You will be the go-to person for customers - you will need to be an expert at using the system

• Drive upsell and adoption conversations.

• Manage churn and keep it at a minimum

• Proven experience in owning and managing the lead, turning it into a demo of your product, and closing the sale.

• Ability to work with a high volume of leads and short sales cycles.

• Proactively engage with salon owners while efficiently managing what’s incoming into your queue.

• Thrive on making a high volume of daily calls, speaking to owners each and every day.

• Act as the primary liaison between customers and internal teams to ensure customer needs are met effectively.

• Advocate for customer priorities and feedback internally to drive product improvement and customer satisfaction.

• Develop relationships with our customers and ensure they are getting the full use out of our system, achieving their business goals by fully utilising the Phorest system.

• Advocate for customer priorities internally within Phorest, updating clients on product roadmap changes, new features, and different resources available to them.

• Prepare and deliver monthly business reviews to ensure the salon is getting the maximum benefit from their Phorest system while increasing Monthly Recurring Revenue (MRR) and reducing churn.

• Drive upsell and adoption conversations with your client base.

• Someone who is extremely customer-centric.

• Demonstrated ability to hit and overachieve targets consistently.

Who you are

• Strong email communication skills, including composing professional messages, managing correspondence, and organising information effectively.

• The role is highly target-driven, and you will be expected to increase the utilisation and revenue of your client base.

• Must be able to work effectively under pressure, maintaining composure and performance.

• 2 years of experience in sales/customer sucess.

• Experience selling Software

• Ability to effectively prioritize and escalate customer issues as required, multitask, and perform effectively under pressure.

• Must be a problem solver with empathy and compassion for customers.

• Genuine interest and curiosity in understanding how our system can help our customers succeed and grow using our features.

Benefits

Your wellbeing is important to us - we provide private healthcare, 2 Wellness Days, an employee assistance program and a free online GP service.

As part of our Financial Wellbeing, we provide competitive Compensation, an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection.

We help you travel by providing a bike to work scheme as well as tax saver transport tickets. 

‍♀️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.

We don’t believe in formal dress codes. We prefer things casual.

Want to learn more about Phorest? Check out  nothingventured.rocks for our blog and Insights on building an evergreen company from the team here at Phorest. 

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.