Customer Success Manager

About Vish

Vish is an innovative startup from Canada experiencing rapid growth, specializing in transforming the salon industry by providing technology solutions that help salons manage inventory, boost service revenues, and utilize data-driven insights. Operating across Canada, the US, UK, Australia, and New Zealand, the company aims to revolutionize the hair color business from individual salons to the global supply chain.

Role Overview

As a Customer Success Manager based onsite at the Newbury, UK office, you will oversee new customer onboarding — including system setup, configuration, and training — as well as ongoing support to salon owners and their teams.

Key Responsibilities

• Oversee all aspects of customer relationships, from onboarding and training through renewals and expansions.
• Establish and maintain trusting relationships with salon owners, managers, and senior stylists.
• Focus on improving customer retention and minimizing churn within your portfolio.
• Conduct regular business reviews and check-ins to showcase value and identify opportunities for growth.
• Recognize up-sell and expansion possibilities, collaborating closely with the Sales team to close deals.
• Collect and convey organized customer feedback to guide product enhancements.
• Utilize customer analytics and usage data to prioritize efforts and improve results.
• Maintain detailed customer records and activity tracking using HubSpot CRM.
• Work cross-functionally with Sales, Product, and Engineering to ensure positive customer outcomes.

Applicant Profile

• Possess 2 to 4 years' experience in customer success or account management within a B2B SaaS context.
• Demonstrate excellent written and verbal communication abilities.
• Provide outstanding customer service and support.
• Comfortable discussing commercial topics such as renewals, pricing, and growth paths.
• Display a proactive, self-driven approach.
• Technologically adept, able to quickly learn new software systems.
• Experienced with MS Excel and CRM platforms such as HubSpot.
• Background in SaaS, vertical SaaS, or software targeting SMB customers is strongly preferred.
• Experience related to beauty, salon, fitness, or wellness sectors is advantageous.
• Exhibit critical thinking and strong problem-solving capabilities.

Why Join Vish?

At Vish, you will engage in a vibrant fast-paced environment where your contributions matter from day one. The company fosters a culture of learning, growth, and collaboration aimed at reshaping a major industry alongside motivated and supportive colleagues.