Customer Success Manager (Vancouver)

Job description

**The AI-powered OS****for beauty,** **wellness** **and self-care** **About Fresha** Fresha is the AI-powered operating system for the global beauty, wellness and self-care industry, connecting and powering everything from salons and barbers to spas, medspas, fitness studios and health practices. Trusted by millions of consumers and businesses worldwide. Fresha is used by 140,000+ businesses and 450,000+ stylists and professionals worldwide, processing over 1 billion appointments to date. The company is headquartered in London, United Kingdom, with 15 global offices located across North America, EMEA and APAC. Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its marketplace, while beauty and wellness businesses and professionals use an all-in-one platform to manage their entire operations with an intuitive business software and financial technology solutions. Fresha’s ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory and team management. The consumer marketplace unlocks revenue potential for partner businesses by leveraging the power of online bookings and automated marketing through mobile apps and advanced integrations with major tech brands including Instagram, Facebook and Google. **Role Overview** 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. ### What you will be doing ### Project Management & Onboarding (60% Focus) - **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. ### Relationship Management & Retention (40% Focus) - **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. ### What we are looking for ### Experience - **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. ### Skills & Attributes - **Language Skills**: Professional proficiency in French (written and spoken) is highly preferred but not a hard requirement. - **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. At Fresha, we value passion and potential as much as specific skills. If you're enthusiastic and eager to learn, we encourage you to apply, even if you don't meet every listed requirement. We believe in fostering growth and providing the support needed for you to excel in your role. ### Added Bonus - **Multi-selling** - Experience with selling multiple productsat a time. - **CRM** - Experience with a CRM, we use Hubspot. At Fresha, we value passion and potential as much as specific skills. If you're enthusiastic and eager to learn, we encourage you to apply, even if you don't meet every listed requirement. We believe in fostering growth and providing the support needed for you to excel in your role. ### Interview Process - **Screen Stage** (30 mins) **-** Video-call with a member from the Talent Team. - **1st Stage** (30 mins) **-** Video-call with our Head of Account Management. - **2nd Stage** (30 mins) - Video-call with one of our Commercial Leaders. - **Final Stage** (45 mins) **-** Video-call with our Heads of Account Management and General Manager. *We aim to complete the entire interview process and deliver feedback within* ***3 to 4 weeks.*** Every job application received is reviewed manually by our talent team. While we strive to assess applications within 7 days, the sheer volume of talented individuals expressing interest may occasionally extend this timeframe ### Benefits • **Work-life balance:** 25 days of flexible leave that we encourage you to take. • **Retirement:** Pension Plan with up to 5.95% employer match and RRSP 3% matching employer contributions • **Health Insurance:** Fully covered by Fresha. • **Additional Perks:** Wellness products/services Perkbox. • Free Counseling.