Customer Success Team Lead

Hiring Location

This is a remote position. We are accepting applications from candidates in the following locations for this exciting opportunity:

• USA: Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas and Utah
• Canada: Ontario, Quebec
  
  

About Phorest

Phorest Salon Software powers 11,000 Hair & Beauty salons globally and is the market leader in software in the UK and Ireland. Phorest has been named in the Deloitte Fastest 50 growing companies in Ireland for the last 6 years in a row.

Our mission is to help salon owners grow their businesses by getting their clients back more often while spending more. We currently do that by offering world-class marketing tools such as unique branded apps, loyalty programs, SMS + Email marketing solutions, and social tools that all sit on top of our easy-to-use salon software. Our goal over the next 2 years is to become the platform that hundreds of other companies build applications for salon owners on top of.

The Opportunity

As the Customer Success Team Lead you will be fully accountable for your region’s upsell and adoption KPIs and also for the churn rate of the existing client base. You will coach your team, and drive team initiatives that will increase utilization of our key features (PhorestChat, SMS, Ads Manager, Digital Loyalty, etc) which in turn will increase the Net Retention rate of the region. As Team Lead you will be completely client-centric - when our salons are successful - we are successful! You will work directly with a team of client-obsessed individuals who live and breathe our company values and culture.

What You Will Do

• Lead a high-performing, target-driven team of Salon Success Managers & Upsell Manager
• This is not a back-seat leadership role - you must have the mindset that you need to fully understand our software and the impact that this makes day-to-day on our business.
• Own the Churn / Upsell / Adoption targets for the North American Region
• Work with the Head of Customer Success to develop and implement processes and plans to increase Net Retention of the North American region (decrease churn and increase upsell)
• Partner with support, sales and onboarding teams across North America to ensure a seamless client experience
• Lead and drive communications on team performance to the North American Management Team, with the ability to add context and suggestions on how to improve this performance
• Handle all client escalations and coach the team on how to approach these conversations
• Own the recruiting and hiring process of new employees for the team
• Work with your team on coaching, initiatives and development plans
• Ensure the team is delivering a high-quality of work by shadowing and listening to their calls
  
  

Who You Are

• Excellent Leadership and People Management skills and experience - you are part of your team
• You must be client-centric - when our clients are successful, we are successful You must care deeply about the success of our businesses
• You have worked in a position where you understand the impact of SaaS metrics and what they mean from a commercial perspective for the business
• A proven track record of achieving revenue targets in a previous role
• You have a history of building relationships - this is part of what you do every day. You build relationships with your team, other departments, and our clients - daily
• 4+ years of experience managing a sales or customer revenue-generating team
• Ability to work with leaders in other areas - you need to clearly present and communicate progress and issues with senior leaders to get things done
• Deep understanding of Customer Success best practices
• Ability to understand revenue impact based on utilization/retention metrics
• Passion for the Hair and Beauty industry - you deeply understand and care about small businesses and their owners
• Track record of hiring and building great teams
  
  

Benefits

🤓Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning.

😎We like to have fun, build camaraderie through regular social events.

👯Phorest also encourages Employee Resource Groups, you will have the opportunity to join or champion a club, society, or group.

Phorest is an equal opportunities employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized 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.