Onboarding Account 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're looking for an exceptional Onboarding Account Manager to join our team. You'll work cross-functionally with commercial, marketing, and product teams — owning partner relationships, driving revenue growth, and protecting retention across your portfolio. This role suits someone who thrives in a fast-paced environment, works autonomously, and wants to make a real commercial impact. As we expand our footprint, professional proficiency in French is considered a strong asset for this position. ### What you will be doing - **Onboarding Lifecycle:** Own all pre-scopes and go-lives to successfully build, launch, and get our partners live on the platform. - **Balance PM & Relationship Management:** Drive a 50/50 split between project management (onboarding) and ongoing account management. - **Nurture your Portfolio:** Build meaningful, long-term relationships through regular contact and quarterly business reviews (QBRs) with a smaller, curated portfolio of partners. - **Drive Partner Success & Value:** Focus heavily on customer success over pure sales; help partners maximize the full value of Fresha, naturally driving monetization and retention. - **Reduce Churn:** Maintain a highly organized, consistent contact strategy across your portfolio to keep partners active and engaged post-onboarding. - **Collaborate Broadly:** Work cross-functionally with internal teams to ensure a seamless transition from the initial sale through to a successful go-live and beyond. ### What we are looking for - **2+ years of experience** in Account Management, Implementation, or Customer Success, with a heavy emphasis on onboarding and project management. - **Language Skills**: Professional proficiency in French (written and spoken) is highly preferred but not a hard requirement. - **Strong Project Management Skills:** Proven ability to manage pre-scopes, timelines, and technical configurations to get clients live efficiently. - **A Customer Success Mindset:** A genuine passion for helping partners succeed and solve problems, rather than just hitting a sales quota (though you will still be eligible for a variable bonus!). - **Impeccable Organization:** Ability to manage multiple moving pieces during the go-live phase while maintaining high-touch relationships with existing accounts. - **SaaS or SMB Experience:** Comfortable working in a high-volume SaaS environment; experience driving commercial outcomes/retention across an SMB book of business is a plus. ### 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.