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

As our Customer Growth & Retention Lead, you’ll be at the helm of global initiatives aimed at increasing customer lifetime value by reducing churn, enhancing engagement, and boosting expansion revenue.

You’ll lead a high-performing global team focused on customer marketing, lifecycle communications, and product education. This role will partner closely with Customer Success, Training, Product, and Marketing teams to align strategy and ensure customer needs are met at every stage of their journey. 

Your mission is to build world-class customer engagement programs, optimize product adoption journeys, and enable self-serve education frameworks — all while identifying risks and uncovering opportunities for growth in key markets.

What You'll Do

📊 Insights & Analytics for Growth

• Collaborate with Customer Operations to interpret CSAT, NPS, and support metrics; turn these into actionable retention and expansion strategies.

• Analyze product usage, lifecycle engagement, and campaign performance to uncover trends and opportunities across customer cohorts.

• Identify early indicators of churn and upsell potential using customer health and behavioral data.

• Build and maintain dashboards with analytics partners to visualize customer success metrics and inform strategic decisions globally.

🎯 Customer Success Enablement

• Design and execute enablement programs and content that support upsell, retention, and product adoption goals, tailored for regional variations.

• Partner with Customer Success and Account Management teams to ensure messaging, timing, and objectives align with market needs.

• Measure program impact and continuously optimize based on stakeholder feedback and performance metrics.

✉️ Lifecycle Communications

• Lead the development of segmented lifecycle journeys (e.g., onboarding, engagement, reactivation) in partnership with the Customer Communications Executive.

• Own a global communications calendar and ensure regional alignment for launches, campaigns, and adoption initiatives.

• Implement A/B testing and cohort analysis to drive continuous improvement in messaging and conversion.

📣 Product & Content Alignment

• Work cross-functionally with Product Marketing, Customer Success, and Regional Marketing to streamline product communications.

• Ensure product updates and feature enhancements are communicated clearly and effectively to customers, driving engagement and adoption.

💬 Product Feedback Loop

• Act as the voice of the customer, bringing insights from CS and enablement teams directly to Product and Engineering teams.

• Use live data and customer feedback to influence roadmap decisions and align product development with retention and growth goals.

🎓 Self-Serve Education & E-Learning

• Collaborate with an E-Learning Designer to enhance the accessibility and effectiveness of self-serve resources such as videos, courses, and walkthroughs.

• Embed education materials into the customer lifecycle to reduce reliance on support and Customer Success teams, while increasing adoption.

🌍 Global Education Strategy

• Partner with regional Education Leads to standardize customer education experiences.

• Manage an instructional content creator to produce scalable content formats (webinars, tutorials, in-app guides) that support retention and upsell objectives.

• Build a best-in-class “train-the-trainer” model and blended learning strategy for long-term customer success.

Who You Are

• Experience: 5 years in Customer Success, Customer Education, Enablement, or a related field within a SaaS or tech environment. 2-3 years in global or regional leadership experience strongly preferred.

• Analytical: Data-driven decision-maker with experience using metrics such as NRR, GRR, churn, and engagement rates to guide strategy.

• Lifecycle Expert: Deep understanding of customer segmentation, lifecycle journeys, and behavior-driven engagement.

• Strategic & Hands-On: You can set vision and strategy, but also love getting into the details to execute.

• Collaborative Communicator: Adept at working cross-functionally and influencing stakeholders at all levels.

• Customer-Obsessed: You champion the customer in everything you do, with a keen understanding of engagement drivers across different cultures and markets.

• Organized Multitasker: Strong project management skills; comfortable managing multiple programs across time zones and teams.

• Nice to Have:

• Experience in the beauty, wellness, healthcare, or services industries.

• Familiarity with tools such as HubSpot, Salesforce, Pendo, Intercom, or similar platforms.

• Experience managing e-learning or LMS systems in a SaaS environment.

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.

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.