About Phorest Phorest Salon Software is a rapidly growing global SaaS company with offices in the UK, Ireland, Germany, Finland, Australia and the US. Our system touches every point of the salon experience from the in-salon software desktop application with a full marketing suite to custom native apps and online bookings. Why? Because we want to help salons get their clients back more often, spending more and generating referrals. Phorest powers over 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 We are looking for a results-driven, technically skilled Premium Customer Success Manager based in England to manage and expand our top-tier portfolio. In this role, you will be a product expert, responsible for developing strong client relationships, implementing effective account management strategies, and collaborating with internal teams to deliver tailored product solutions that meet our premium clients' evolving needs. Your leadership skills will shine as you lead by example within the team and present quarterly plans to achieve our customer experience and commercial goals. Attending key events, you will be a Phorest advocate, fostering relationships with prospects and existing clients. Your proactive approach to identifying growth opportunities, coupled with a commitment to delivering white-glove customer service, will contribute to the overall success of our premium accounts. What You Will Do Manage and cultivate a portfolio of top Premium accounts with a primary focus on growth and retention Develop strong client relationships, employing effective account management strategies Maintain a deep knowledge and understanding of our product Demonstrate a strong understanding of data analytics and reporting. Coordinate with internal teams to deliver customised solutions aligned with client requirements Provide monthly documented updates, incorporating data to represent the premium salon voice based on feedback from premium accounts Take full ownership of all churn prevention efforts for your existing client base. Act as a Phorest advocate at key events, fostering relationships with prospects and existing clients Formulate and implement strategic plans to effectively manage and grow premium accounts Present quarterly plans to ensure the achievement of forecasted goals Understand your clients’ needs and proactively identify new growth opportunities within the portfolio Deliver a white-glove customer experience to ensure customer advocacy and satisfaction Identify opportunities for process improvement and propose innovative new processes Regularly present insights and recommendations to the UKI leadership team Efficiently oversee all client interactions, meetings, and communications using Phorest’s CRM systems Who You Are 3 years in a customer success role, or similar Previous experience in the salon / beauty / medi-aesthetic industry, while not essential, is highly desirable Must be based in England to effectively serve our premium client base Willingness to travel regularly to visit salons and engage directly with clients to strengthen relationships on-site Strong product knowledge with the ability to convey technical functionalities and solutions Proven track record in building and maintaining strong client relationships to drive satisfaction and loyalty Experience managing churn prevention strategies to retain clients effectively Proficient in data analytics and reporting to leverage insights for client strategies Experienced in using CRM systems for managing client interactions and communications Ability to create and execute account management plans aligned with commercial goals, including presenting quarterly updates Strong verbal and written skills for presenting insights and recommendations to leadership Commitment to delivering exceptional, white-glove customer service for client advocacy and satisfaction 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. 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.