About Phorest

Would you like to help create the future of a product used by thousands of businesses and millions of consumers? Phorest Salon Software powers over 9,000 hair and beauty salons in the UK, Ireland, Germany, Australia, Finland, the USA, and Canada, and the platform processes 7 million appointments a month for hair and beauty consumers.

Our system touches every point of the salon experience - from the in-salon software appointment calendar and CRM with a fully integrated marketing suite to staff apps to payments. We are also the window through which the salon provides their end customer with an amazing experience through custom native apps, eCommerce, and online bookings. Why? Because we want to help salons find their dream clients and get them back more often and spending more.

The Opportunity

We are seeking a driven, enthusiastic, and passionate individual to join our Grow Team (Phorest Customer Success Team) to serve our Premium salons in North America. The salons you will serve are eager to grow their business and need a dedicated SSM to help them utilize Phorest to reach their business goals. The ideal person will take a consultative approach with their clients and is someone who enjoys collaborating with their team members to share best practices on how to deliver best-in-class service to our salons.  

What you will do

• Manage a book of clients to increase the adoption and utilization of Phorest

• Proactively identify upsell opportunities within your group to increase MRR

• Conduct quarterly business reviews to build rapport, showcase the value of Phorest, and spot gaps for growth to help them become more successful

• Own all client escalations within your group and liaise with different departments in the business to ensure a positive resolution for the client

• Work closely with Product Marketing and Business Systems teams to continuously improve how you engage with your group

• Identify ‘at-risk’ clients and work with them to become healthy Phorest users

• Reduce churn by showing the value of Phorest through business reviews and proactively reaching out to your group using other channels

• Reach out to salons who submitted a detractor NPS score and work on a resolution to turn them into happy customers

• Report on your group’s success metrics, insights, customer engagement and churn reasoning quarterly

• Be the voice of your group - bringing valuable feedback to relevant teams in particular the product team & North American management team

• Track all communications and activity with clients through Gainsight (our customer success platform)

Who you are

• 2+ years of experience in Customer Success Management or similar customer-facing role (preferably in a SaaS business)

• Exceptional written and verbal communication skills

• Outstanding customer service and a passion for helping salons achieve their goals

• Self-starter, detail-oriented, and with the ability to take initiative and prioritize

• Strong empathy, resilience, and emotional intelligence

• Comfortable using data to drive decisions and back our qualitative insights

• Able to build relationships that support a stellar customer experience

• Can work independently, with a highly collaborative approach

• Salon industry experience is desirable but not required

• Experience with Gainsight will be an advantage

Benefits

🧘 Phorest currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks. 

💰 Employees also have access to optional extras, such as a 401(k) and a range of upgraded insurance options. 

🤓 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 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.