Customer Success Manager

For us to succeed in digitising the hair and beauty industry, we have an ambitious Customer Success team ready to drive higher adoption, performance and retention of our existing Partner base.

We’re not stopping anytime soon and have huge growth plans in sight for our GR market. To ensure we truly support our Partners, we need to dedicate our effort to helping them understand the full benefits of Treatwell’s SaaS, so they know how the tools can support them and why they will help their business.

Your responsibility will drive you to think commercially and strategically in how you can share this message to Salon Partners in a practical way. You’ll need to think about the best channels to contact them on and what is the information they need to be successful.

Equipped with a strong market knowledge, you will be confident in explaining what Treatwell can do to improve both their customer and business experience.

You will be responsible for:

• Own the Partner relationship: ensure Partners are satisfied and consistently see the value of our platform.
• Handle escalations efficiently: manage and resolve issues escalated from the Customer Success Team promptly and effectively.
• Engage with Partners daily: conduct video calls, phone calls and email communications to address Partner needs, provide training and optimize their use of the platform.
• Maximize Partner performance: work closely with partners to optimize their presence and success on the Marketplace, ensuring they receive bookings and achieve their business goals.
• Manage a portfolio of accounts: take full ownership of Partner performance, satisfaction, and renewal management.
• Reduce churn and prevent terminations: identify potential churn risks early, proactively address concerns and develop strategies to retain Partners.
• Drive retention and revenue growth: ensure that Partners continue to see the value of our platform, leading to higher retention rates and long-term growth.
• Educate and empower Partners to adopt our SaaS by providing them with expert knowledge.

About you:

• Minimum 2+ years in a customer-facing role, preferably in a SaaS, tech, or marketplace environment (not mandatory but highly preferred).
• Excellent written and spoken Greek and English are required.
• A solid understanding of digital platforms and software is a strong plus.
• Customer-First Mindset and a strong ability to understand Partner needs and drive value-based solutions.
• Ability to handle Partner challenges and escalations proactively and efficiently.
• Experience or strong motivation to work on Partner renewals, term prevention and retention strategies.
• Analytical & Data-Driven: Comfortable working with numbers and metrics to measure and improve Partner performance.

• Strong communicator, able to build rapport with both Partners and colleagues.
• A team player, motivated by the success of the team as well as your individual performance.
  
  

About Treatwell

Hi, we’re Treatwell. Nice to meet you.

We’re a team of +700 (and growing) passionate and brilliantly talented people across Europe. We’re the industry’s smartest salon management software, all connected to Europe’s leading bookings platform, working with over 60,000 salon partners across 13+ countries, processing over 8 million bookings every month. And….breathe.

But we’re not done yet. We’re on an exciting journey to digitally revolutionise the hair and beauty community.

If this excites you, we might just have the role for you.

We’ll Treat You With

• Monthly 40€ vouchers so you can treat yourself too.
• 28-days holiday + public holidays.
• Competitive Salary.
• Variable incentive bonus plan.
• Free Coffee & snacks.
• Growth funds for you to develop and grow with your team.
• The opportunity to work alongside a talented, friendly, entrepreneurial team in a lovely office downtown.

Equal Ops

Treatwell is an ‘Open to All’ employer and warmly welcomes everybody to the team. We are committed to making reasonable adjustments to the recruitment process as required. Please add any adjustment requests to your application.