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- Tasks: Lead global initiatives to enhance customer engagement and reduce churn.
- Company: Phorest powers 11,000 salons worldwide, aiming for a billion-dollar market share.
- Benefits: Enjoy private healthcare, wellness days, flexible working, and extensive development opportunities.
- Why this job: Join a motivated team to drive customer success and make a real impact in the beauty industry.
- Qualifications: 5 years in Customer Success or related fields; leadership experience preferred.
- Other info: Remote work options available; we value diversity and encourage all to apply.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join to apply for the Customer Growth & Retention Lead role at Phorest Software
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Join to apply for the Customer Growth & Retention Lead role at Phorest Software
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.
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
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Team Management and Strategy: You will lead and mentor a small global team focused on customer marketing, lifecycle communications, and product education. You\’ll set the strategic direction for increasing customer lifetime value and reducing churn, aligning initiatives with key partners like Customer Success, Product, and Marketing.
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Analytics & Insights for Growth: You will leverage data from various sources (CSAT, NPS, product usage) to identify trends, uncover opportunities, and build actionable strategies for customer retention and expansion. You will also use this data to identify early indicators of churn and upsell potential.
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Customer Enablement & Lifecycle Communications: You will design and execute enablement programs and content tailored for regional variations, and lead the development of segmented lifecycle journeys (onboarding, engagement, reactivation) to improve product adoption and drive continuous improvement.
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Cross-functional Product Alignment & Education: You will act as the voice of the customer, using feedback and data to influence the product roadmap. You\’ll also work to streamline product communications and enhance self-serve education resources to increase product adoption and reduce the need for direct support.
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.
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Analytical: Data-driven decision-maker with experience using metrics such as NRR, GRR, churn, and engagement rates to guide strategy.
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Lifecycle Expert: Deep understanding of customer segmentation, lifecycle journeys, and behavior-driven engagement.
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Strategic & Hands-On: You can set vision and strategy, but also love getting into the details to execute.
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Collaborative Communicator: Adept at working cross-functionally and influencing stakeholders at all levels.
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Customer-Obsessed: You champion the customer in everything you do, with a keen understanding of engagement drivers across different cultures and markets.
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Organized Multitasker: Strong project management skills; comfortable managing multiple programs across time zones and teams.
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Nice to Have:
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Experience in the beauty, wellness, healthcare, or services industries.
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Familiarity with tools such as HubSpot, Salesforce, Pendo, Intercom, or similar platforms.
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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 supportthe 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 programsand provide access tomany 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.
Seniority level
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Seniority level
Not Applicable
Employment type
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Employment type
Other
Job function
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Job function
Other
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Industries
Software Development
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Customer Growth & Retention Lead employer: Phorest Software
Contact Detail:
Phorest Software Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Growth & Retention Lead
✨Tip Number 1
Familiarise yourself with Phorest's software and its impact on salons. Understanding how their product enhances customer engagement will help you speak confidently about how you can contribute to their growth.
✨Tip Number 2
Network with current or former employees of Phorest on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations for the Customer Growth & Retention Lead role.
✨Tip Number 3
Prepare to discuss specific metrics you've used in previous roles, such as NRR and churn rates. Being able to demonstrate your analytical skills and how you've leveraged data to drive customer success will set you apart.
✨Tip Number 4
Showcase your understanding of customer lifecycle journeys by preparing examples of successful strategies you've implemented in the past. This will highlight your expertise and readiness to lead initiatives at Phorest.
We think you need these skills to ace Customer Growth & Retention Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, education, and enablement. Emphasise any leadership roles you've held and specific metrics you've improved, such as customer retention rates or engagement levels.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer engagement and retention. Mention how your analytical skills can contribute to Phorest's goals and provide examples of successful strategies you've implemented in the past.
Showcase Data-Driven Achievements: When detailing your experience, focus on data-driven achievements. Use specific metrics like NRR, GRR, and churn rates to demonstrate your impact in previous roles, showing how you can help Phorest grow its customer base.
Research Phorest: Familiarise yourself with Phorest's products and their market position. Understanding their software and the beauty industry will allow you to tailor your application and show how you can contribute to their mission of capturing 25% of the market.
How to prepare for a job interview at Phorest Software
✨Show Your Analytical Skills
As a Customer Growth & Retention Lead, you'll need to demonstrate your ability to leverage data for decision-making. Be prepared to discuss specific metrics you've used in the past, such as NRR and churn rates, and how they influenced your strategies.
✨Highlight Your Leadership Experience
This role requires strong leadership skills. Share examples of how you've successfully managed teams in the past, particularly in customer success or education. Discuss your approach to mentoring and developing team members.
✨Understand Customer Engagement
Phorest is all about customer engagement. Be ready to talk about your experience with customer lifecycle journeys and how you've improved product adoption. Mention any specific programmes you've implemented that led to increased customer satisfaction.
✨Prepare for Cross-Functional Collaboration
You'll be working closely with various teams like Product and Marketing. Think of examples where you've successfully collaborated across departments to achieve common goals. Emphasise your communication skills and ability to influence stakeholders.
