Global Customer Success Domain Manager

Phorest; Leatherhead; On-site; GBP 90,000 - 140,000; Full time

Benefits offered by this job

Private healthcare

Employee share scheme

Pension

Life Assurance

Learning & development

Casual dress code

Job summary

Phorest is seeking a Global Customer Success Domain Manager to lead the processes, tooling and ways of working behind Customer Success across regions. You’ll partner with regional leaders to translate needs into global solutions that improve retention, reduce churn and drive revenue performance.

You’ll manage a team of experienced specialists, shape a high-performing culture, and ensure capacity planning to deliver the domain roadmap while driving global consistency with local market

Qualifications

• 8+ years in Customer Success Operations or related operational leadership role in SaaS or tech
• Strong understanding of CS metrics, lifecycle management and commercial drivers
• Experience leading and developing a team
• Analytical, data-driven approach to solving problems
• Hands-on experience with CS platforms, CRM systems, workflow automation and reporting tools
• Ability to influence and communicate across levels with different audiences
• Experience leading cross-functional initiatives with measurable business outcomes
• Track record of working with global or multi-regional teams and driving retention/expansion

Responsibilities

• Lead a global Customer Success domain team.
• Design, improve and standardise CS processes, across onboarding, adoption, upsell, activation, and risk mitigation.
• Partner with regional CS leaders to understand priorities and targets.
• Drive NRR, retention, expansion and customer adoption.
• Own and improve the CS tooling stack for scale.
• Collaborate with Product, Data and Engineering on system improvements and integrations.
• Ensure teams are trained with new tools and best practices.

Skills

Customer Success Ops

Revenue operations

Program management

Leadership

Analytics

CRM & automation

Cross-functional

Global teams

Stakeholder comms

Tools

CRM systems

Workflow automation

Reporting tools

Job description

• At Phorest, our Customer Success teams help thousands of salons, spas and medspas grow their businesses. We’re looking for a Global Customer Success Domain Manager to help those teams work smarter, more consistently and at scale


• In this role, you’ll lead a team that owns the processes, tooling and ways of working behind Customer Success across all our regions. You’ll partner closely with regional leaders to understand what they need. Then you’ll turn that into global solutions that improve retention, reduce churn, grow feature adoption and drive revenue performance


• You’ll be the bridge between frontline regional needs and global strategy. The role combines people leadership, commercial awareness and deep operational expertise, with plenty of room to make your mark


• Lead, coach and develop a team of experienced specialists, setting clear goals and supporting their growth


• Build an inclusive, collaborative, high-performing team culture that reflects Phorest’s values


• Plan your team’s capacity so you can deliver on the domain roadmap


• Partner with regional Customer Success leaders to understand their priorities, challenges and targets


• Help regions hit their goals on Net Revenue Retention (NRR), retention, expansion and customer adoption


• Prioritise initiatives based on customer value, commercial impact and operational efficiency


• Design, improve and standardise Customer Success processes across onboarding, adoption, upsell, feature activation and risk mitigation


• Create scalable workflows, frameworks and documentation that make teams more productive and improve the customer experience


• Drive global consistency while considering local market needs


• Own and improve the Customer Success tooling stack so teams can operate effectively at scale


• Partner with Product, Data and Engineering on system improvements and integrations that give better visibility of customer health, risk and revenue opportunities


• Work with Global Enablement so teams are trained and confident with new tools and best practices


• Track feature adoption across regions and work with Product and Onboarding to close gaps


• Use data and customer insight to understand why customers churn, and build improvements to prevent it


• Work with third-party partners to make setup smoother for new and upgrading customers


• Define and track the KPIs that show whether process and tooling changes are working


• Build business cases and prioritisation frameworks for strategic initiatives

Benefits

• Your wellbeing is important to us - We provide private healthcare, and employee assistance program and a free online GP service (WebDoc)


• As part of our Financial Wellbeing, we provide 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 care for your family and provide Enhanced Maternity and Paternity benefits


• We grow our own timber! We provide a great learning environment including an extensive onboarding program


• Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning


• We don’t believe in formal dress codes. We prefer causal things

Requirements

You’re highly collaborative, commercially aware and passionate about building operational solutions that help teams succeed. You thrive in complex global environments. You enjoy solving problems through process and systems thinking, and you’re motivated by measurable business impact

• 8+ years’ experience in Customer Success Operations, Revenue Operations, Customer Operations, Program Management or a related operational leadership role in SaaS or tech


• A strong understanding of Customer Success metrics, lifecycle management and commercial drivers


• Experience leading and developing a team


• Strong analytical skills and a data-driven approach to solving problems


• Hands-on experience with Customer Success platforms, CRM systems, workflow automation and reporting tools


• The ability to influence and communicate across all levels, adapting your style to different audiences


• Experience leading cross-functional initiatives with measurable business outcomes


• A track record of working with global or multi-regional teams and driving improvements in retention, expansion, adoption or scalability

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.