About Fresha
Fresha is the leading AI-powered operating system for the global beauty and wellness industry, giving businesses everything they need to run smarter, grow faster and build stronger client relationships.
In May 2026, Fresha secured an $80M growth investment from KKR at a valuation of $1B, officially reaching unicorn status and bringing total funding raised to $285M. Already profitable, Fresha is using this investment to accelerate global expansion and drive the next generation of AI and product innovation.
Today, Fresha operates at global scale, with offices across Europe, North America, the Middle East and Asia Pacific. Our platform is trusted by 130,000+ beauty and wellness businesses across 120 countries, with more than 1.5 billion appointments booked to date.
Our mission is simple: help beauty and wellness businesses grow by giving them the technology they need to attract clients, manage their operations and run their business in one place.
We’re continuing to scale rapidly across markets, teams and products, making this an exciting time to join us.
Role Overview:
Head of Customer Success | London, UK | Office-based, 5 days/week | Competitive base + commission & Company Benefits
As Head of Customer Success, you will lead a brand new, business critical, dedicated function built from the ground up to drive client retention and churn prevention across our global customer base. Heading an initial team of 5–6 direct reports within our wider 74-person CX organisation, you will own the strategy, end-to-end operational execution, operating model design, and performance management necessary to protect and maximise revenue retention.
This is a high-impact, hands-on leadership opportunity for an operationally savvy and commercially minded SaaS professional. Working closely with cross-functional leaders across Commercial, CX, Product, Marketing, and Analytics, you will scale a high-performing retention engine to safeguard partner relationships and directly influence business growth and our bottom line.
What You'll Do:
Build & Operationalise Retention Strategy: Establish a specialised churn prevention function from scratch, defining operational workflows, triggers, and playbook strategies to mitigate client churn globally.
Team Leadership & Coaching: Lead, mentor, and grow an initial team of 5–6 specialists across global regions (including the UK, US remote, Australia, and Kosovo), to deliver day-to-day KPIs and performance metrics.
Handle Escalations & High-Value Partners: Directly jump into sensitive
Head of Customer Success (London) employer: Fresha
Fresha is an exceptional employer, offering a dynamic work environment in the heart of London, where innovation meets inclusivity. With a strong focus on employee growth, Fresha provides opportunities for professional development and collaboration across diverse teams, ensuring that every voice is heard and valued. Join us to be part of a forward-thinking company that empowers you to make a meaningful impact in the beauty and wellness industry.
