Role overview

Given our exciting and progressive growth plans, we are looking for an exceptional Head of Partner Success to come and join our global business.

Reporting directly to the Chief Commercial Officer/VP, and working collaboratively with the executive team, you will be accountable for leading a team of Partner Success Managers who are responsible for managing and nurturing our partnerships within the Small and Medium-sized Business (SMB) segment. Your primary objective will be to grow the number of partners using Fresha payment features. You will also ensure the success and satisfaction of our partners by providing them with the necessary support, guidance, and resources.

This is a great opportunity for someone looking to work in a fast-paced and changing environment, who likes to work autonomously, enjoys a challenge, and wants to make an impact.

Key accountabilities

Leadership and Team Management:

• Lead, mentor, and inspire a team of Partner Success Managers, fostering a collaborative and high-performing environment.
• Set clear performance expectations, provide regular feedback, conduct performance evaluations, and identify opportunities for professional development.
• Foster a culture of accountability, teamwork, and continuous improvement within the team.

Develop and strengthen the revenues from the partners with a Partner Success Manager assigned:

• A major part of the role is to work with the Partner Success Managers to increase the number of partners who are actively using a Fresha payment feature

Partner Relationship Management:

• Develop and maintain strong relationships with key partners in the SMB segment, serving as the primary point of contact for strategic discussions and escalations.
• Collaborate with partners to understand their business needs, goals, and challenges, and align our solutions and resources accordingly.
• Proactively identify opportunities to enhance partner satisfaction, engagement, and retention.

Strategy Development and Execution:

• Work closely with the executive team to define the partner success strategy for the SMB segment, aligning it with the overall company goals.
• Develop and implement scalable processes, best practices, and tools to optimize partner onboarding, enablement, and support.
• Analyze market trends, partner feedback, and competitive landscape to identify new business opportunities and drive growth.

Performance Measurement and Reporting:

• Define and track key performance indicators (KPIs) for the Partner Success team, regularly analyzing and reporting on team and individual performance.
• Develop dashboards and reports to provide actionable insights to stakeholders, including executive leadership and cross-functional teams.
• Identify areas of improvement and take proactive measures to enhance team efficiency, partner satisfaction, and revenue generation.

Cross-functional Collaboration:

• Collaborate closely with internal teams, including Sales, Marketing, Product, and Operations, to ensure effective coordination and alignment in partner-related activities.
• Advocate for partner needs and requirements within the organization, driving cross-functional initiatives to improve the partner experience.
• Act as a subject matter expert on partner success, providing guidance and support to internal stakeholders.

Skills, experience & qualifications required

• Bachelor's degree in business administration, marketing, or a related field is a plus.
• Proven experience in partner/customer success management or an Account Management role, preferably within the SMB segment.
• Experience in an SMB Sales role is also a plus
• Strong leadership skills with experience in managing and developing high-performing teams.
• Excellent communication, negotiation, and relationship-building abilities.
• Demonstrated track record of achieving and exceeding targets in a customer/partner-driven environment.
• Analytical mindset with the ability to leverage data and insights to drive decision-making and measure performance.
• Strategic thinker with the ability to develop and execute effective partner success strategies.
• Knowledge of the SMB market landscape, including trends, challenges, and opportunities.
• Familiarity with CRM systems (Hubspot) and partner management tools.
• Strong business acumen and understanding of financial and operational metrics.
• Flexibility to adapt to a fast-paced, dynamic work environment.
• Creative thinking and problem-solving mindset
• Ability to interact with people from across the business and build strong relationships, including the ability to effectively influence upwards
• Happy to roll sleeves up and assist the team when required (team player)
• Self-starter and proactive approach
• Comfortable working in a fast-paced and changing environment

• Competitive salaries & RSUs
• Pension plan (5% self + 3% company contribution)
• 25 days PTO
• Weekly office lunches (Fridays)

Inclusive workforce

At Fresha, creating a culture where individuals of all backgrounds feel comfortable matters.

We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair consideration for employment.

We do not discriminate based upon race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.

If you have any accessibility requirements that would make you more comfortable during the interview process and/or once you join, please let us know so that we can support you.

About Fresha

Fresha is the world's largest and top-rated booking platform for Beauty and Wellness trusted by millions of consumers worldwide.

Available in 120+ countries worldwide, Fresha is used by 80,000+ businesses and 300,000+ professionals worldwide, who have booked over 600 million appointments through Fresha already. Fresha is headquartered in London, United Kingdom with global offices located in New York City, Vancouver, Sydney, Dublin, Amsterdam and Warsaw. The company raised $185M in venture capital funding to date from leading institutional investors.

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 its intuitive free business software and financial technology solutions.

Our 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.