As Fresha continues to grow globally, we are looking for a Customer Success Manager (CSM) to join our team. You will own the entire partner lifecycle—from the initial hand-off from sales, through a fast-paced implementation phase, and into long-term strategic growth. This role suits someone who thrives in a high-volume, fast-paced environment, works autonomously, and wants to make a direct impact on partner retention and revenue. As we expand our footprint, professional proficiency in French is considered a strong asset for this position.
Work Environment: To foster a collaborative environment that thrives on face-to-face interactions and teamwork, all Fresha employees work from the office five days per week.
Own the Onboarding Lifecycle: Confidently map out business requirements, communicate project plans, and manage timelines, pre-scopes, and technical configurations to get partners live efficiently.
Manage a High-Volume Funnel: Efficiently build, launch, and train 40 to 50 accounts per month, driving an average onboarding lead time of 7 business days
Build Premium Ecosystem Profiles: Demonstrate high attention to detail to ensure quality partner profiles are built on the Fresha Ecosystem (including Booking Software, Marketplace, and Fresha Pay).
Data Coordination: Communicate clearly with off-shore teams to ensure accurate manual data entry and migration.
Nurture your Portfolio: Build meaningful, long-term relationships through regular contact and quarterly business reviews (QBRs) post-onboarding.
Drive Partner Success & Value: Help partners maximize the full value of Fresha, naturally driving SaaS adoption, monetization, and feature activation.
Protect Retention & Reduce Churn: Maintain a highly organized, consistent contact strategy across your portfolio to keep partners active, engaged, and highly satisfied.
Cross-Functional Collaboration: Work closely with Business Development, Marketing, Product, and Customer Experience teams to ensure a flawless partner journey from day one.
2+ years of experience in Customer Success, Implementation, Onboarding, or Account Management within a fast-paced SaaS or SMB start-up/scale-up environment.
A Project Management Mindset: Project coordination experience or certification is highly desired. You love timelines, clear expectations, and moving pieces.
A Passion for Success over Sales: A genuine desire to help partners solve problems and grow their businesses.
Strong Organization: Comfortable handling a high-volume onboarding funnel while maintaining high-touch relationships with existing accounts.
Strong Verbal & Written Communication: with the ability to influence partners, manage expectations, and effectively collaborate upwards.
Industry Knowledge: Experience working in or with the Beauty & Wellness sector is a huge plus.
Proactive Team Player: A self-starter who is comfortable with ambiguity, adapts quickly to change, and is happy to "roll up their sleeves" to assist the team.
Fresha is the world’s leading marketplace platform for the beauty, wellness, and self-care industry, trusted by millions of consumers and businesses worldwide.
For consumers, Fresha offers a seamless way to discover, book, and pay for beauty and wellness services with top local professionals. For businesses, Fresha provides an all-in-one platform that streamlines operations, from appointment management to client engagement, helping them grow effortlessly with powerful business software, integrated payments, financial services and cutting-edge technology solutions.
Fresha’s comprehensive ecosystem empowers businesses and professionals with everything they need to operate seamlessly and efficiently. From appointment bookings, point-of-sale, client management, and marketing automation to loyalty programs, inventory management, and team coordination, Fresha provides an all-in-one solution designed to drive business growth.
Fresha’s consumer marketplace helps businesses unlock their full revenue potential by maximizing online bookings and leveraging automated marketing tools. Through seamless integrations with major platforms like Instagram, Facebook, and Google, businesses can attract more clients while Fresha’s mobile apps ensure a smooth booking experience.
Today, 130,000+ businesses and 500,000+ professionals rely on Fresha, with over 1 billion appointments processed to date. Headquartered in London, United Kingdom, Fresha has a global presence with offices in New York City, Orlando, Vancouver, Madrid, Paris, Amsterdam, Warsaw, Sydney, Singapore and Dubai.
