Boosting feature adoption and reducing churn

• Track feature adoption across regions and work with Product and Onboarding to close gaps.
• Use data and customer insight to understand why customers churn, and build improvements to prevent it.
• Work with third-party partners to make setup smoother for new and upgrading customers.

Using data to keep improving

• Define and track the KPIs that show whether process and tooling changes are working.
• Build business cases and prioritisation frameworks for strategic initiatives.

Who You Are

You're highly collaborative, commercially aware and passionate about building operational solutions that help teams succeed. You thrive in complex global environments. You enjoy solving problems through process and systems thinking, and you're motivated by measurable business impact.

You have:

• 8+ years' experience in Customer Success Operations, Revenue Operations, Customer Operations, Program Management or a related operational leadership role in SaaS or tech.
• Experience leading and developing a team.
• A track record of working with global or multi-regional teams and driving improvements in retention, expansion, adoption or scalability.
• Experience leading cross-functional initiatives with measurable business outcomes.
• A strong understanding of Customer Success metrics, lifecycle management and commercial drivers.
• Hands-on experience with Customer Success platforms, CRM systems, workflow automation and reporting tools.
• Strong analytical skills and a data-driven approach to solving problems.
• The ability to influence and communicate across all levels, adapting your style to different audiences.

Benefits

• 🏡 We're a remote-first company with a team spread across Ireland, the UK, the DACH region, North America and Australia. We believe great work comes from trust, so you'll have the flexibility to shape your working day around what works for you, your life and your team.
• 🌳 We grow our own timber! We provide dedicated Learning Days every year, a mentoring program, career coaching, development programs, and access to tools that help you build skills and shape your career.
• 🧘 Your wellbeing is important to us - we provide private healthcare, 2 Wellness Days, an employee assistance program.
• 🍼 We care for your family and provide Enhanced Maternity and Paternity Benefits.
• 🦸‍♀️ We support the women who work in Phorest by offering 2 weeks' leave for fertility treatment, pregnancy loss, and menopause.
• 🏠 Moving house? Phorest employees get 3 moving days.
• 💰 As part of our Financial Wellbeing, we provide competitive compensation, an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection.
• 🚵🏿 We help you travel by providing a bike-to-work scheme as well as tax-saver transport tickets.

The details may vary slightly by country; your Talent Acquisition Partner will walk you through what applies where you're based.

Phorest is an equal opportunity employer. For this position, flexi-time and working from home is possible. We are also open to remote work. Get in touch to ask for more information or to chat about your future with Phorest!

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.