Global Customer Success Domain Manager
About this role
Who we are
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
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.
What You'll Do
Leading your team
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.
Driving revenue impact with regional teams
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.
Improving processes
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.
Owning Customer Success tooling
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.
Boosting feature adoption and reducing churn
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.
Using data to keep improving
Define and track the KPIs that show whether process and tooling changes are working.
Build business cases and prioritisation frameworks for strategic initiatives.
Who You Are
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.
You have:
8+ years' experience in Customer Success Operations, Revenue Operations, Customer Operations, Program Management or a related operational leadership role in SaaS or tech.
Experience leading and developing a team.
A track record of working with global or multi-regional teams and driving improvements in retention, expansion, adoption or scalability.
Experience leading cross-functional initiatives with measurable business outcomes.
A strong understanding of Customer Success metrics, lifecycle management and commercial drivers.
Hands-on experience with Customer Success platforms, CRM systems, workflow automation and reporting tools.
Strong analytical skills and a data-driven approach to solving problems.
The ability to influence and communicate across all levels, adapting your style to different audiences.
Benefits
🏡 We're a remote-first company with a team spread across Ireland, the UK, the DACH region, North America and Australia. We believe great work comes from trust, so you'll have the flexibility to shape your working day around what works for you, your life and your team.
🌳 We grow our own timber! We provide dedicated Learning Days every year, a mentoring program, career coaching, development programs, and access to tools that help you build skills and shape your career.
🧘 Your wellbeing is important to us - we provide private healthcare, 2 Wellness Days, an employee assistance program.
🍼 We care for your family and provide Enhanced Maternity and Paternity Benefits.
🦸♀️ We support the women who work in Phorest by offering 2 weeks' leave for fertility treatment, pregnancy loss, and menopause.
🏠 Moving house? Phorest employees get 3 moving days.
💰 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.
The details may vary slightly by country; your Talent Acquisition Partner will walk you through what applies where you're based.
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.
Originally posted on Himalayas
