Customer Success Team Lead - UKI (10-month FTC)

<h4><strong>About Phorest</strong><br></h4><p><span>Phorest Software is a rapidly growing tech company on a mission to help the beauty industry thrive. Our software empowers premium salons, spas, and aesthetic clinics around the globe with a suite of tools designed to enhance client experiences, streamline operations, and drive business growth. With a presence in the heart of the beauty industry, we are committed to fostering innovation, excellence, and community. At Phorest, we don’t just build software—we build success stories.</span></p><h4><strong>The Opportunity</strong><br></h4><p>As Customer Success Team Lead UKI &amp; UAE, you will be fully accountable for the region’s churn rate and average bill. You will create and drive strategic team initiatives that increase utilization of our key features, which in turn will increase the Net Retention rate of the region.</p><p>In this role, you will be completely client-centric—when our salons are successful, we are successful!</p><p><strong>This is a 10-month fixed term contract covering for a maternity leave.</strong></p><h4><strong>What You'll Do</strong></h4><ul><li><p><strong>Team Leadership:</strong> Leading a high-performing, target-driven team of Success Managers.</p></li><li><p><strong>Target Ownership:</strong> Owning the Churn, Downsell, and Net Retention targets for the UKI &amp; UAE regions.</p></li><li><p><strong>Strategic Implementation:</strong> Fully empowered and accountable to develop and implement strategic plans to increase Net Retention of the UKI region (decreasing churn and increasing revenue drivers).</p></li><li><p><strong>Internal Partnership:</strong> Partnering with other teams across the UKI and other regions (e.g., BIU / Product Marketing) to ensure the team has everything they need to be successful.</p></li><li><p><strong>Performance Reporting:</strong> Leading and driving communications on team performance to the Exec Team and Country Managers, with the ability to add context and suggestions on how to improve performance.</p></li><li><p><strong>Best Practices:</strong> Constantly identifying best practices that will improve the team and essentially make our clients more successful.</p></li><li><p><strong>Hiring:</strong> Leading the recruiting and hiring process of new employees for the team.</p></li><li><p><strong>Development:</strong> Working with the Manager of Customer Success on coaching initiatives and development plans for the team.</p></li></ul><h4><strong>Who You Are</strong></h4><ul><li><p><strong>Client-Centric:</strong> You must be client-centric—when our clients are successful, we are successful.</p></li><li><p><strong>Experienced Leader:</strong> 3+ years of leadership experience, preferably leading a revenue-generating or customer success team.</p></li><li><p><strong>CS Expert:</strong> Deep understanding of Customer Success best practices.</p></li><li><p><strong>Data-Driven:</strong> Ability to forecast and understand revenue impact based on utilization and retention metrics.</p></li><li><p><strong>Leadership Skills:</strong> Excellent leadership and people management skills.</p></li><li><p><strong>Industry Interest:</strong> A genuine passion for the hair and beauty industry.</p></li><li><p><strong>Strategic Mindset:</strong> The ability to think critically and strategically.</p></li></ul><h4><strong style="font-family:inherit;">Benefits</strong></h4><p>🧘Your wellbeing is important to us - we provide private healthcare, 2 Wellness Days, an employee assistance program and a free online GP service.</p><p>💰As part of our Financial Wellbeing, we provide competitive Compensation, an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection.</p><p>🚵🏿&nbsp; We help you travel by providing a bike to work scheme as well as tax saver transport tickets.&nbsp;</p><p>🦸‍♀️We support&nbsp;the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.</p><p>🍼We care for your family and provide Enhanced Maternity and Paternity Benefits.&nbsp;</p><p>🌳We grow our own timber! We provide a great learning environment and extensive development opportunities. We run development programs&nbsp;and provide access to&nbsp;many online resources including LinkedIn learning.</p><p>🏠Moving house? Phorest employees get 3 moving days.<br></p><p><strong>Phorest is an equal opportunity employer.</strong>&nbsp;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!</p><p><em>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.</em></p>