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SalaryTimely and SalonBiz serve over 24,000 customers in 100 countries. We provide booking and client management software and are on a mission to build the leading platform for beauty professionals. Between us, we offer SaaS solutions to customers of varying sizes and stages, serving different customer profiles within the beauty industry.
We’re part of the wider EverCommerce ecosystem, a US-based leading service commerce platform who offer a suite of integrated SaaS solutions to over 600,000 customers globally, and exist to simplify and empower the lives of business owners. All roads lead to a Global Wellness Solution, and this role is instrumental in creating a globally consistent approach for our customers. We’ve got big goals and we’re ready to achieve them.
This is where you come in!
As a Customer Success Manager based in the UK, you will be responsible for managing a portfolio of approximately 150 customers, ensuring their success and satisfaction with Timely. You’ll play a crucial role in driving customer engagement, adoption, and retention across the UK market. As part of driving customer engagement you’ll be required to deliver regular Strategy Sessions with you customers
You will also be the mechanism that drives revenue expansion and revenue retention through the relationships they build, making sure you implement strategies to reduce churn. You’ll also act as a conduit between the customer and the business and make sure their needs are communicated to the relevant teams.
This position requires a strategic thinker with a passion for delivering measurable results and an understanding of the needs of our Hair and Beauty customers.
The overall aim of the game is a successful customer who is getting the absolute maximum out of our solution. While at the same time helping to reduce churn amongst our customer base.
You'll be working with our most valuable customers. So you’ll need to be an excellent communicator and capable of quickly building a rapport. You’ll be a problem solver, but you’ll also be a deft hand at handling objections and guiding conversations. You’ll be just as comfortable on the phone as you are via chat or email.
We’d love to hear from you if…
- You have previous experience in Customer Success or sales roles working with small businesses
- Experienced in help customers understand how to gain value from their investment in software services
- Experience in using customer usage data to identify at-risk accounts and intervene with targeted support to reduce churn
- You’re a strong communicator, both written and orally, and are the most organised person you know
- Working autonomously is your thing, you have a strong work ethic and are confident in managing your time effectively
- You’re motivated to succeed both individually and as part of a fast-growing company
- You can work independently and as part of a team and understand that we succeed together
- You understand people and business: you relate well to business owners and naturally empathise with the challenges they face every day
- Can collaborate with cross-functional teams, including product development and marketing, to provide customer feedback and drive improvements that enhance Customer Success
- Experience in the hair and beauty industry will be hugely beneficial but not essential
Research shows that while men apply to jobs when they meet ~60% of criteria, women and those in underrepresented groups tend to only apply when they check every box. So if you think you have what it takes but don't meet every single bullet point above, please still get in touch. We'd love to have a chat and see if you could be a great fit.
Why join us?
We lead with inclusion and use our values to inform our decisions. We succeed together and celebrate the things that make us unique. We’re big believers in work-life balance and offer additional annual leave so you can fully switch off and relax throughout the year.
We trust our team to work where they are the most productive. You’ll have the flexibility to work from home or the office. We have office space in Auckland, Wellington, Dunedin, and Melbourne, and provide a high-spec home office set up.
We set a high bar and support our team to innovate and focus on continuous growth. You’ll enjoy a professional development budget to fuel your growth, and an annual wellness allowance to fund the things that support your wellbeing.
The nitty gritty
- This role is full time - Remote
- You must be legally entitled to work in United Kingdom.
- The interviews for this role will total around 2.5 hours including a home task.
- Applications close when we find the right person!
Ready to apply?
People join us because they want to belong to a company that walks the walk and actually puts their people first. Sounds good to you? Don’t wait any longer...click ‘Apply’ and let’s chat!
Let us know any considerations that would enable your experience in our recruitment process to be more inclusive, such as non-traditional application formats. Reach out to
people@gettimely.com
with any questions. EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!
