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 customer relationship: Ensure customers 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 customers daily: Conduct video calls, phone calls, and email communications to address customer needs, provide training, and optimize their use of the platform.
• Maximize customer performance: Work closely with customers to optimize their presence and success on the Marketplace, ensuring they receive bookings and achieve their business goals.
• Reduce churn and prevent terminations: Identify potential churn risks early, proactively address concerns, and develop strategies to retain customers.
• Drive retention and revenue growth – Ensure that customers continue to see the value of our platform, leading to higher retention rates and long-term growth.

🌟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.
• Strong conflict resolution and negotiation skills, with the ability to manage difficult conversations, resolve disputes professionally, and achieve mutually beneficial outcomes. 
• A solid understanding of digital platforms and software is a strong plus.
• Customer-First mindset and a strong ability to understand customer needs and drive value-based solutions.
• Ability to handle customer challenges and escalations proactively and efficiently.
• Experience or strong motivation to work on customer renewals, term prevention, and retention strategies.
• Analytical & Data-Driven: Comfortable working with numbers and metrics to measure and improve customer performance.

🚀About Treatwell

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

We’re a team of +800 (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 70,000 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
• Variable incentive bonus plan
• Growth funds for you to develop and grow with your team.
• Free Coffee & snacks
• The opportunity to work alongside a talented, friendly, entrepreneurial team in a lovely office downtown
  
  

👑Equal Ops

Don't meet every requirement? No problem! If you're passionate, motivated, and eager to learn, we encourage you to apply. 

In Treatwell we value diverse experiences and believe you could be the perfect fit for our team in Greece!

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.