Head of Customer Retention (London)

About Fresha

Fresha is the leading AI-powered operating system for the global beauty and wellness industry, giving businesses everything they need to run smarter, grow faster and build stronger client relationships.

In May 2026, Fresha secured an $80M growth investment from KKR at a valuation of $1B , officially reaching unicorn status and bringing total funding raised to $285M. Already profitable, Fresha is using this investment to accelerate global expansion and drive the next generation of AI and product innovation.

Today, Fresha operates at global scale, with offices across Europe, North America, the Middle East and Asia Pacific. Our platform is trusted by 130,000+ beauty and wellness businesses across 120 countries , with more than 1.5 billion appointments booked to date.

Our mission is simple: help beauty and wellness businesses grow by giving them the technology they need to attract clients, manage their operations and run their business in one place.

We’re continuing to scale rapidly across markets, teams and products, making this an exciting time to join us.

Role Overview:

Head of Customer Retention | London, UK | Office-based, 5 days/week | Competitive base + commission & Company Benefits

As Head of Customer Success , you will lead a brand new, business critical, dedicated function built from the ground up to drive client retention and churn prevention across our global customer base . Heading an initial team of 5–6 direct reports within our wider 74-person CX organisation, you will own the strategy, end-to-end operational execution, operating model design, and performance management necessary to protect and maximise revenue retention.

This is a high-impact, hands-on leadership opportunity for an operationally savvy and commercially minded SaaS professional. Working closely with cross-functional leaders across Commercial, CX, Product, Marketing, and Analytics, you will scale a high-performing retention engine to s afeguard partner relationships and directly influence business growth and our bottom line.

What You'll Do:

• Build & Operationalise Retention Strategy: Establish a specialised churn prevention function from scratch, defining operational workflows, triggers, and playbook strategies to mitigate client churn globally.

• Team Leadership & Coaching: Lead, mentor, and grow an initial team of 5–6 specialists across global regions (including the UK, US remote, Australia, and Kosovo), to deliver day-to-day KPIs and performance metrics.

• Handle Escalations & High-Value Partners: Directly jump into sensitive account escalations, complex deal structures, and critical partner interventions to prevent major accounts leaving the platform.

• Process & Technical Optimisation: Leverage tools such as HubSpot, Twilio, and internal data platforms to build, automate, and refine seamless churn prevention workflows.

• Diagnostic Problem Solving: Partner with Product and Analytics teams to diagnose platform issues, identify churn patterns, and eliminate underlying drivers of cancellation.

• Product Expertise: Become an expert in the Fresha product to generate the best possible solutions for partners from the vast array of features and functionality that the platform provides

• Scale Global Footprint: Expand the team's coverage across international markets and languages as our regional reach expands across global territories.

What We're Looking For:

• SaaS Industry Experience: Proven track record in a fast-paced, high-growth B2B SaaS environment (pure payments experience without an underlying SaaS component will not fit this role).

• Operational & Process Build Capability: Demonstrated experience building operational frameworks, managing daily KPIs, building discipline and an operational rhythm, and executing retention processes in complex settings.

• Commercial Head & Problem Solver: Strong business acumen with the ability to structure solutions, manage complex platform issues, and make data-driven decisions.

• Analytical Mindset: Skilled at analysing performance data, spotting gaps, and translating metrics into actionable operational changes.

• Leadership & Ambiguity: Natural leader with a hunger to build and develop teams, combined with comfort working and deciding in grey, ambiguous environments.

• Exceptional Communicat or and Coach : Warm, personable, and confident communicator capable of holding their own with senior stakeholders and high-value partners. As well as providing actionable feedback and constructive coaching across the team to deliver maximise team performance.

Your Opportunity at Fresha:

• High-Impact Priority: Own a top-priority mission for executive leadership with direct ownership over revenue retention and save rate metrics.

• Meritocratic Career Growth: Rapid scope expansion across a growing team within a 70+ person CX function scaling globally across dozens of regions.

• Cross-Functional Exposure: Partner directly with senior leadership across Commercial (CRO), Product, Marketing, and Operations.

• Learn & Collaborate: Work in a high-performing environment alongside team members from world-class global technology companies.

• Work in a Space You’ll Love: A state-of-the-art London office designed for collaboration, energy, and working together in person.

• High Performance Culture: We move quickly, raise the bar, and recognise people who deliver exceptional results.

Inclusive Workforce

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

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 on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristic 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.