Customer Success Lead

Customer Success Lead

UK | REMOTE | FULL TIME | REPORTING TO THE CEO

ABOUT GLOWDAY

Glowday is a UK marketplace connecting people with verified aesthetic practitioners. GlowdayPRO is the software those practitioners run their businesses on, covering bookings, client records, consent, treatment notes and payments.

The aesthetics industry in the UK is unregulated. Anyone can inject anyone. Standards vary wildly and consumers have very little way of telling a highly qualified nurse prescriber from someone who did a weekend course. We built Glowday to fix the consumer side of that, by only listing practitioners we have checked, and GlowdayPRO to fix the practitioner side, by giving clinicians secure, reliable, easy-to-use software that actually fits how they work.

We were acquired by Averroes Capital, have recently received significant investment, and are now preparing to grow.

Alongside growing our engineering team, we are building our customer success and marketing teams too. We are a small but ambitious company. It means that the right person has real influence over how things are done. Everyone here does actual work!

WHY THIS ROLE, NOW

We have recently started digital marketing, and are getting a flow of new signups. The problem is what happens after they sign up. Some get set up in under an hour, others never finish. At the moment nobody owns getting them over that line. It is the single clearest thing we must fix.

This is the first hire into the Customer Success team. You will build the function and then build the team.

THE ROLE

Up until now customer success at Glowday has been founder-led. This has been great for understanding what we need to build for practitioners, but now we need someone to own it.

You will start hands on. For the first few months it is you, the practitioners and the product. You will run onboarding yourself, work out where people get stuck, and build the playbook off what you learn rather than off what worked at your last company. Then you will lead the hiring of a small team of people, reporting to you.

You will report directly to me. You will have a lot of room and not much scaffolding. That suits some people and not others.

WHAT YOU WILL ACTUALLY DO

• Own clinic and practitioner onboarding end to end, from signup through to genuinely using the platform
• Get practitioners through the setup builders, by video call, by phone, by WhatsApp, Insta DM, phone, demo
• Run outreach to practitioners over email, WhatsApp and Instagram, and build a repeatable way of doing it
• Define what activation means for us and then report on it honestly, including when it is bad
• Choose and set up the tooling. We currently use Monday, but are open to exploring alternative CRMs
• Feed what you hear back into product. You will be closer to our users than anyone else in the business - we need to keep listening to what they need and want
• Build the customer success team

WHO WE ARE LOOKING FOR

You may have run onboarding or customer success at a platform serving small businesses, ideally in aesthetics, beauty, dental or health.

Or you may have run a busy clinic and know the industry from the inside.

Either can work. We care more about what you have built than where you built it.

• You have built something rather than inherited it. You wrote the playbook, you picked the tools, you set the numbers
• You are comfortable being the only person in a function and getting stuck in. No team around you at the start, no established process
• You are properly digital. Instagram DMs, WhatsApp, video calls and CRM platforms are how you already work, not things you would need to learn
• You are patient with people who are not technical. A lot of our practitioners are brilliant clinicians and nervous about software
• You are happy to pick up the phone. Whilst practitioners quite like voice notes and DM’s, you have to be comfortable delivering video demos and chatting on the phone
• You have managed people, or you are ready to and can show us

THIS IS PROBABLY NOT FOR YOU IF

• You want a defined process to step into
• You want to manage from day one rather than do the work first
• You have only ever worked in large, well resourced teams

THE PRACTICAL BITS

Salary £45,000 to £55,000 - depending on experience

Location Remote in the UK, with occasional travel for team days and industry events

Hours 37.5 per week, 09:00 to 17:30, with flexibility

Leave 28 days including bank holidays

Pension Workplace pension via auto enrolment

Reports to Hannah Russell, CEO

Team None initially

HOW TO APPLY

Send us your CV and a short note.

Not a covering letter. Just tell us about something you built from nothing, what you got wrong, and what you would do differently.

We read everything. You will hear back either way.

Glowday is an equal opportunities employer. We make decisions on merit and we will make reasonable adjustments to our process at any stage. Just ask.

GlowTech Software Limited, trading as Glowday.com and pro.Glowday.com