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.

Responsibilities

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

Requirements

Minimum 2+ years in a customer-facing role; 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; 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

Nice to have

Experience in a SaaS, tech, or marketplace environment (not mandatory but highly preferred); A solid understanding of digital platforms and software is a strong plus

Benefits

Monthly 40€ vouchers; 28-days holiday + public holidays; Variable incentive bonus plan; Growth funds for you to develop and grow with your team; Free Coffee & snacks; Opportunity to work alongside a talented, friendly, entrepreneurial team in a lovely office downtown