Customer Success Manager

About Fresha

Fresha is an AI-driven business operating platform built for the beauty, wellness, and self-care sector. It supports a wide range of businesses, including salons, barbers, spas, medspas, fitness studios, and health practices.

The platform is trusted by millions of consumers and businesses across the world. It serves more than 140,000 businesses and over 450,000 stylists and professionals, and has handled more than 1 billion appointments so far.

Headquartered in London, United Kingdom, Fresha operates from 15 offices across North America, EMEA, and APAC.

Its consumer marketplace helps people discover, book, and pay for beauty and wellness services from local providers. On the business side, Fresha offers an integrated platform that helps merchants manage bookings, point of sale, customer data, marketing automation, loyalty, product inventory, and team operations, along with fintech tools.

The marketplace also helps partner businesses grow revenue through online bookings and automated marketing supported by mobile apps and integrations with major platforms such as Instagram, Facebook, and Google.

Role Overview

Fresha is hiring a Customer Success Manager to support its continued global growth. In this role, you will manage the full partner journey, starting from the handover from sales, through implementation, and into long-term account growth. The position is ideal for someone who works well in a fast-moving, high-volume setting, enjoys working independently, and wants to directly influence retention and revenue.

Professional French language ability is a strong advantage for this role.

The working model is office-based, with all employees expected to work from the office five days a week to encourage collaboration and in-person teamwork.

Key Responsibilities

Your focus will be split between onboarding delivery and relationship management.

• Take ownership of the onboarding process by understanding partner needs, sharing project plans, managing schedules, handling pre-scoping, and coordinating technical setup so accounts go live efficiently.
• Handle a large onboarding queue by launching, training, and activating 40 to 50 accounts each month, while keeping average onboarding turnaround to 7 business days.
• Prepare high-quality partner profiles across the Fresha ecosystem, including Booking Software, Marketplace, and Fresha Pay, with strong attention to detail.
• Coordinate with offshore teams to make sure manual data entry and migration are completed accurately.
• Develop long-term relationships with your portfolio through consistent communication and quarterly business reviews after onboarding.
• Support partner growth by helping customers get maximum value from Fresha and encouraging SaaS adoption, monetization, and feature usage.
• Maintain a structured outreach approach to keep partners engaged, active, and satisfied, helping reduce churn and protect retention.
• Work closely with teams across Business Development, Marketing, Product, and Customer Experience to deliver a smooth partner journey from the beginning.

Experience and Qualifications

• At least 2 years of experience in Customer Success, Implementation, Onboarding, or Account Management in a fast-paced SaaS or SMB startup/scale-up environment.
• Prior exposure to project coordination or a project management certification is strongly preferred.
• Demonstrated interest in helping partners solve problems and grow, rather than focusing primarily on sales.

Skills and Attributes

• Professional written and spoken French is highly preferred, though it is not mandatory.
• Strong organizational ability to manage a busy onboarding pipeline while maintaining close relationships with existing accounts.
• Excellent verbal and written communication skills, with the ability to influence partners, set expectations, and work effectively with internal stakeholders.
• Experience in or exposure to the beauty and wellness industry is a significant advantage.
• A proactive, adaptable team player who is comfortable working through ambiguity and willing to contribute wherever needed.

Additional Qualifications

Fresha values mindset and learning potential as much as prior experience. Candidates who are enthusiastic and willing to grow are encouraged to apply even if they do not meet every listed requirement.

• Multi-selling experience, meaning selling multiple products at the same time, is a bonus.
• Experience using a CRM, especially HubSpot, is also a plus.

Interview Process

• Screening stage: 30-minute video call with a Talent Team member.
• First stage: 30-minute video call with the Head of Account Management.
• Second stage: 30-minute video call with one of the Commercial Leaders.
• Final stage: 45-minute video call with the Heads of Account Management and the General Manager.

The full interview process is expected to finish and feedback is intended to be shared within 3 to 4 weeks. Applications are reviewed manually by the talent team, and while they aim to assess candidates within 7 days, a high volume of applications may occasionally extend that timeline.

Benefits

• 25 days of flexible leave, which employees are encouraged to use.
• Pension plan with up to 5.95% employer matching, plus RRSP matching contributions of 3%.
• Fully covered health insurance.
• Perks through Perkbox, including wellness products and services.
• Free counseling support.

Inclusive Workplace

Fresha says it is building an environment where people from all backgrounds feel welcome, included, and able to contribute fully. All applicants are considered fairly for employment.

The company does not discriminate based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or other legally protected characteristics applicable in the hiring location.

If you need accessibility accommodations during the interview process or after joining, Fresha invites you to let them know so support can be arranged.

AI in Hiring

Fresha may use AI tools during parts of recruitment, such as reviewing applications, examining resumes, or identifying potential inconsistencies and verification signals in application materials. These tools support the recruitment team but do not replace human judgment. Final hiring decisions are made by people. Candidates who want more information about data processing can contact the company.