About Phorest

Phorest started in 2002 on a busy salon reception desk as a simple text-reminder tool.

Today, we're a SaaS company and a trusted partner to over 155,000 hair, beauty and medspa professionals worldwide. Our all-in-one software and AI-driven tools help them manage bookings, take payments, market their services, grow their client base and get the best from their teams.

Everything we build helps the salon and medspa industry thrive.

We're also a Certified B Corp, and 25% of the company is owned by Phoresters. When the company grows, everyone has a stake in that.

The Opportunity

As a Strategic Success Manager – Enterprise, you’ll help Phorest’s largest and most complex multi-site customers achieve lasting value from their partnership with us. Sitting within the Customer Success team, you will own the executive relationships, success strategy, and long-term retention across an assigned enterprise portfolio. You will engage high-potential enterprise brands during the pre-sale phase alongside Sales and the Solutions Consultant, maintain strategic governance throughout onboarding, and drive ongoing adoption, value realisation, and net revenue retention. Combining deep commercial acumen with a strategic mindset, you will act as a trusted advisor to C-suite decision-makers and turn complex customer needs into repeatable growth for Phorest.

What You'll Do

Pre-Sales Engagement & Onboarding Governance: Partner with Sales and the Solutions Consultants during late-stage enterprise deals to establish long-term executive sponsorship, define core business success metrics, and ensure a seamless commercial-to-onboarding transition.
Executive Account Strategy & EBRs: Own and evolve strategic success plans tailored to each customer’s governance model and commercial priorities. Lead impactful Executive Business Reviews (EBRs) that demonstrate measurable ROI, challenge legacy assumptions, and align on future roadmaps.
Adoption, Retention & Growth: Take full accountability for portfolio retention, customer health, and expansion goals. Track product adoption across customer estates, identify churn risks early with proactive recovery plans, and partner with commercial teams on renewals and upsell strategies.
Enterprise Change Leadership: Act as the strategic Customer Success lead for complex rollouts, software migrations, salon acquisitions, and new-site launches across multi-location brands.
Voice of the Enterprise Customer: Synthesise customer data and operating feedback across your portfolio to provide structured, evidence-based recommendations to Product and Engineering, helping prioritize scalable enterprise features.
Mentorship & CS Excellence: Coach team members on enterprise account planning, executive presence, and complex stakeholder management, turning proven playbooks into shared team capabilities.
AI Enablement: Proactively explore and test practical uses of AI that improve customer insight, streamline account governance, and enhance team efficiency while maintaining strict standards for data privacy and accuracy.

Who You Are

6+ years of Customer Success, strategic account management, or consultative client leadership experience managing complex, high-ARR enterprise accounts within B2B SaaS.
Deep comprehension of how multi-location, franchise, or group-governed businesses operate, including regional complexity and centralised vs. local decision-making.
Confident communicator, facilitator, and negotiator skilled at managing high-stakes discussions with C-level stakeholders, building broad multi-threaded sponsorship, and constructively challenging assumptions.
Strong commercial instincts paired with analytical judgment; able to combine product usage data, customer feedback, and financial metrics to drive net retention and expansion.
Natural collaborator who builds alignment across Sales, Solutions Consulting, Onboarding, and Product without formal authority.
High degree of accountability and resilience; navigates ambiguity with ease, balances customer advocacy with business reality, and makes sound commercial trade-offs.
Eager to leverage modern AI tools to accelerate account workflows and customer insights, with a strong focus on responsible adoption and customer data security.

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 support the 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 programs and provide access to many 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.

Strategic Success Manager - Enterprise

Benefits

Job Description