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Customer Success Team Lead - UKI

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Phorest

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Location:
United Kingdom

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • 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: Fully empowered and accountable to develop and implement strategic plans to increase Net Retention of the UKI region (decreasing churn and increasing revenue drivers)
  • Internal Partnership: 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
  • Performance Reporting: 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
  • Best Practices: Constantly identifying best practices that will improve the team and essentially make our clients more successful
  • Hiring: Leading the recruiting and hiring process of new employees for the team
  • Development: Working with the Manager of Customer Success on coaching initiatives and development plans for the team

Requirements:

  • 3+ years of leadership experience, preferably leading a revenue-generating or customer success team
  • Deep understanding of Customer Success best practices
  • Ability to forecast and understand revenue impact based on utilization and retention metrics
  • Excellent leadership and people management skills
  • A genuine passion for the hair and beauty industry
  • The ability to think critically and strategically
What we offer:
  • Private healthcare
  • 2 Wellness Days
  • Employee assistance program
  • Free online GP service
  • Competitive Compensation
  • Employee Share Purchase Scheme
  • Pension
  • Life Assurance
  • Income Protection
  • Bike to work scheme
  • Tax saver transport tickets
  • 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause
  • Enhanced Maternity and Paternity Benefits
  • Great learning environment and extensive development opportunities
  • Development programs
  • Access to many online resources including LinkedIn learning
  • 3 moving days

Additional Information:

Job Posted:
February 04, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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