Customer Growth & Retention Lead

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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

• 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.
• 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.
• 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.
• 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.
• Analytical: Data-driven decision-maker with experience using metrics such as NRR, GRR, churn, and engagement rates to guide strategy.
• Lifecycle Expert: Deep understanding of customer segmentation, lifecycle journeys, and behavior-driven engagement.
• Strategic & Hands-On: You can set vision and strategy, but also love getting into the details to execute.
• Collaborative Communicator: Adept at working cross-functionally and influencing stakeholders at all levels.
• Customer-Obsessed: You champion the customer in everything you do, with a keen understanding of engagement drivers across different cultures and markets.
• Organized Multitasker: Strong project management skills; comfortable managing multiple programs across time zones and teams.
• Nice to Have:

• Experience in the beauty, wellness, healthcare, or services industries.
• Familiarity with tools such as HubSpot, Salesforce, Pendo, Intercom, or similar platforms.
• 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

• Seniority level
• Not Applicable

Employment type

• Employment type
• Other

Job function

• Job function
• Other
• Industries
• Software Development

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