Manager, Customer Success UK & Ireland Ireland · Hybrid Remote

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.

As a Commercial Customer Success Manager of our UKI Customer Success Team, you will assume full commercial responsibility for the upsell and adoption KPIs of your region, alongside managing the churn rate of the existing client base. In this role, you will not only coach your team but also orchestrate highly strategic initiatives aimed at enhancing the utilization of our key features (such as SMS, Marketing Tools, Staff Goals, etc.), thereby amplifying the Net Retention Rate within the region. Your role as Manager will demand a comprehensive client-centric approach, understanding that our success hinges on the success of our clients. You will also lead a team of dedicated individuals who embody our company values and culture.

What you will do

• Collaborate with HQ leaders to devise and execute strategies aimed at bolstering Net Retention within the region.

• Take ownership of capacity planning and building ensuring the team are structured to maximize success.

• Forge partnerships with various teams across the UK & Ireland and other regions to equip your team with the necessary resources for success, including Finance, Product Marketing and Client Data.

• Spearhead communication regarding team performance to the UK & Ireland Management Team, offering insights and recommendations for enhancement.

• Be a data driven leader to continuously identify and implement best practices to elevate team performance, enhance client success and drive revenue growth.

• Manage and lead a high-performing, target-driven team of Customer Success Managers, prioritizing their development and growth.

• Take an active role in being a software expert and its day-to-day impact on our business, aligning your mindset with hands-on leadership.

• Assume ownership of Churn, Upsell, and Adoption targets for the UK & Ireland Region.

• Engage with clients regularly, alongside your team, to pinpoint areas for improvement and growth.

• Play a pivotal role in the recruitment and hiring process for new team members, ensuring a cohesive and skilled workforce.

• Collaborate with your team on coaching, initiatives, and development plans to foster professional growth.

• Ensure the delivery of high-quality work by actively shadowing and monitoring team interactions.

Who you are

• Client-centricity is at the core of your professional ethos, understanding that our clients' success directly correlates with our own.

• Possess a robust comprehension of SaaS metrics and their commercial implications for the business.

• Demonstrated success in achieving revenue targets in previous roles.

• Proven ability to cultivate and nurture relationships with teams, departments, and clients alike.

• At least 5 years of relevant experience in customer success, account management, or a related field within the SaaS industry, with a minimum 2 years experience managing a sales or customer revenue-generating team.

• Proficient in working collaboratively with HQ and effectively communicating actions and ideas.

• Deep-seated understanding of Customer Success best practices.

• Ability to discern revenue impact based on utilization and retention metrics - data analysis and presenting this to other regional leaders will be key to success.

• Exceptional leadership and people management skills, with a track record of team-building.

• Genuine passion for the Hair and Beauty industry, coupled with a profound understanding of small businesses and their owners.

• Demonstrated ability to recruit and assemble exceptional teams.

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 supportthe 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 programsand provide access tomany 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.