Customer & 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.

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.

• 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.

• 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 Hub Spot, Salesforce, Pendo, Intercom, or similar platforms.

• Experience managing e-learning or LMS systems in a SaaS environment.

Your wellbeing is important to us - we provide private healthcare, 2…