To succeed in digitising the hair and beauty industry, Treatwell has built an ambitious Customer Success team to drive partner performance, growth and retention. This is a high-impact role with visibility across the UK leadership team and the opportunity to shape the future of Customer Success at Treatwell. We’re now looking for a Customer Success Manager, Team Lead to inspire, guide and scale this team to the next level.
As the Lead, you’ll hire, onboard and develop talent within your team, creating clear growth paths and opportunities for career progression. You’ll ensure your team has the tools, knowledge and energy to help salon partners get the very best out of Treatwell. Combining commercial thinking with strategic execution, you’ll empower your team to deliver measurable impact at scale while building strong, lasting partner relationships.
What you’ll do
- Lead and coach a high-performing team of Customer Success Managers.
- Set clear goals, track performance and create a culture of accountability and continuous improvement.
- Ensure partners fully adopt our SaaS, driving loyalty, retention and growth.
- Work cross-functionally with Sales, Marketing and Product to identify opportunities and align strategies.
- Analyse data and feedback to proactively refine team tactics, reducing churn and improving partner engagement.
- Handle escalations where needed, setting the example in communication and problem-solving.
About you
- Experience in leading, managing or mentoring successful customer-facing teams.
- Commercially sharp and data-driven; comfortable setting strategy as well as executing it.
- Inspiring communicator who can coach a team to be persuasive and impactful with partners.
- Passionate about technology, scale and the digitisation of industries.
- Target-driven with a track record of exceeding retention, upsell or revenue goals.
- Process-oriented, constantly looking for ways to improve team effectiveness.
- Collaborative, team-first mindset - motivated by both individual and collective success.
- Empathetic leader who balances support with accountability, creating an environment where individuals and the team thrive.
We’ll treat you with:
- 28-days holiday, plus bank holidays
- Monthly £40 Treatwell vouchers so you can treat yourself too
- Mental health support through our partnership with Plumm
- Benefits platform offering cycle to work scheme, high street discounts and other perks
- A beneficial pension scheme and enhanced parental pay & leave policy
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.
What We Do
At Treatwell, we’re on a mission to digitally revolutionise the hair and beauty community. We’re the industry’s smartest salon management software, all connected to Europe’s No.1 booking platform. We work with over 55,000 salon partners across 13 countries, processing up to 1 million bookings every month. We empower hair, beauty and barber pros to do bookings and business well - connecting salon professionals with treatment-loving clients seamlessly.
We’re a team of passionate and brilliantly talented people. Together, we're working to bring the hair and beauty industry online; giving everyone the freedom to book the perfect salon experience - at any time or place. But getting there means constantly evolving our team, and you might be the perfect addition.
Our company values (Ambition, Speed, Collaboration & Impact) are the foundation and driving force of everything that we do. Staying true to these values empowers us to build a successful business that has a positive impact on our employees, our partners and our industry.
Want to know more about Treatwell? Take a look at our careers page
