Customer Success Manager

About Fresha

Fresha is an AI-driven platform built for the beauty, wellness, and self-care sector. It supports businesses such as salons, barbers, spas, medspas, fitness studios, and health practices, while also helping consumers discover, book, and pay for services locally.

The platform is used by more than 140,000 businesses and 450,000 stylists and professionals around the world and has handled over 1 billion appointments. Headquartered in London, Fresha operates across 15 offices in North America, EMEA, and APAC.

Its ecosystem brings together booking software, a marketplace, payment tools, customer record management, marketing automation, loyalty features, product inventory management, and team management. It also connects with major platforms such as Instagram, Facebook, and Google to support online booking and automated marketing.

Role Overview

Fresha is hiring a Customer Success Manager to manage the full partner journey, beginning with the transfer from sales, continuing through implementation, and extending into long-term account growth. The role is designed for someone who can handle a fast-moving, high-volume environment, work independently, and contribute directly to retention and revenue.

French language proficiency is a strong advantage for this position. All employees work from the office five days a week to support collaboration and teamwork.

Project Management and Onboarding

• Take ownership of onboarding end to end by translating business needs into clear project plans, managing schedules, handling pre-scopes, and coordinating technical setup to launch partners quickly.
• Manage a busy onboarding pipeline by building, launching, and training 40 to 50 accounts each month, with an average onboarding timeline of 7 business days.
• Ensure partner profiles on the Fresha ecosystem are accurate and polished across Booking Software, Marketplace, and Fresha Pay.
• Work with offshore teams to keep manual data entry and migration accurate and consistent.

Relationship Management and Retention

• Develop long-term partner relationships through regular communication and quarterly business reviews after onboarding.
• Help partners get the most value from Fresha by supporting SaaS adoption, monetization, and feature usage.
• Maintain a structured outreach plan to keep accounts active, engaged, and satisfied, with the goal of protecting retention and lowering churn.
• Partner closely with Business Development, Marketing, Product, and Customer Experience teams to create a smooth experience from the beginning.

Experience and Background

• At least 2 years of experience in Customer Success, Implementation, Onboarding, or Account Management in a fast-paced SaaS or SMB startup/scale-up setting.
• Project coordination experience or a project management certification is strongly preferred.
• A genuine interest in helping partners solve problems and grow, rather than focusing only on sales outcomes.

Skills and Attributes

• Professional written and spoken French is highly preferred, though it is not mandatory.
• Strong organizational ability to balance a large onboarding workload with close account management.
• Clear verbal and written communication skills, including the ability to influence partners and manage expectations.
• Knowledge of the beauty and wellness industry is a strong plus.
• A proactive, flexible team player who is comfortable with uncertainty and ready to step in where needed.

Additional Qualifications

• Experience with multi-product selling is an added advantage.
• Prior use of a CRM, especially HubSpot, is beneficial.

Interview Process

• Screen 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 company aims to finish interviews and share feedback within 3 to 4 weeks. Applications are reviewed manually, and while the target is to assess candidates within 7 days, this may take longer because of application volume.

Benefits

Employees receive 25 days of flexible leave and are encouraged to use it. The package also includes a pension plan with up to 5.95% employer match, RRSP contributions matched at 3%, fully covered health insurance, wellness products and services through Perkbox, and free counseling.

Inclusive Workforce

Fresha says it is committed to building an inclusive environment where people from all backgrounds feel respected, supported, and able to contribute fully. Hiring decisions are made fairly, and the company does not discriminate on the basis of race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or other protected characteristics relevant to the hiring location.

Candidates who need accessibility support during the interview process or after joining are encouraged to share their requirements so that appropriate accommodations can be made.

AI-Assisted Hiring

The company may use artificial intelligence tools during parts of the recruitment process, including application review, resume analysis, and checks for possible inconsistencies or verification signals in application materials. These tools support the recruitment team but do not replace human judgment, and final hiring decisions are made by people.

If candidates want more information about how their data is processed, they can contact the company directly.