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

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 tools designed to enhance client experiences, streamline operations, and drive business growth. At Phorest, we don’t just build software—we build success stories.

As Customer Success Team Lead UKI & 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. In this role, you will be completely client-centric—when our salons are successful, we are successful! This is a 10-month fixed term contract covering for a maternity leave.

What You’ll Do

• Team Leadership: Leading a high-performing, target-driven team of Success Managers.
• Target Ownership: Owning the Churn, Downsell, and Net Retention targets for the UKI & UAE regions.
• Strategic Implementation: Develop and implement strategic plans to increase Net Retention in the UKI region (decreasing churn and increasing revenue drivers).
• Internal Partnership: Partner 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.
• Performance Reporting: Lead communications on team performance to the Exec Team and Country Managers, with the ability to add context and suggestions for improvement.
• Best Practices: Identify and share best practices to improve the team and client success.
• Hiring: Lead the recruiting and hiring process for new team members.
• Development: Collaborate with the Manager of Customer Success on coaching initiatives and development plans for the team.

Who You Are

• Client-Centric: You are focused on client success—when clients succeed, Phorest succeeds.
• Experienced Leader: 3+ years of leadership experience, preferably leading a revenue-generating or customer success team.
• CS Expert: Deep understanding of Customer Success best practices.
• Data-Driven: Ability to forecast and understand revenue impact based on utilization and retention metrics.
• Leadership Skills: Excellent leadership and people management abilities.
• Industry Interest: Genuine passion for the hair and beauty industry.
• Strategic Mindset: Ability to think critically and strategically.

Benefits

• Your wellbeing is important to us — private healthcare, 2 Wellness Days, an employee assistance program, and a free online GP service.
• Competitive compensation, an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection.
• We support travel with a bike-to-work scheme and tax saver transport tickets.
• We support women at Phorest with 2 weeks of leave for Fertility Treatment, Pregnancy Loss, and Menopause.
• Enhanced Maternity and Paternity Benefits.
• Learning and development opportunities, including access to LinkedIn Learning and internal programs.
• Moving house? Phorest offers 3 moving days.

Phorest is an equal opportunity employer. For this position, flexi-time and remote work are 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 women and other marginalised folks often apply only when they meet every box on a job description. If you think you have what it takes but don’t meet every single point, please still get in touch. We’d love to chat and explore suitability.