Customer Success Learning & Development Manager

About Us

You’re a strategic thinker who isn't afraid to roll up your sleeves to build something great. As our Customer Success Learning & Development Manager, you’ll be the architect of a high-performing, customer-centric culture, designing and scaling programs that enable our teams to perform at their absolute best. This role is a unique blend of creative program design and data-driven quality assurance, ideal for someone passionate about driving excellence through knowledge, feedback, and accountability. We’re looking for someone who knows how frontline teams actually operate—because you’ve sat in the seat. We don't need an L&D strategist who only thinks in abstract frameworks. We need someone who can translate chaotic, fast-moving reality into clear, scalable learning.

At Booksy, we’re in the business of helping people thrive. Whether it’s empowering entrepreneurs to build successful businesses or supporting their customers in finding that perfect "me time" our mission is to help the world feel fantastic. As a key member of the CS Excellence team, you’ll ensure our people have the tools and support they need to make that mission a reality every single day.

How you’ll make an impact:

• You'll design and implement a global L&D strategy that aligns perfectly with our business goals and customer success mission.
• You'll lead and mentor a team of talented trainers and QA specialists, fostering their growth while they drive team excellence.
• You'll build scalable learning frameworks, including certification paths and learning academies, to ensure our knowledge grows as fast as we do.
• You'll turn data into action by analyzing QA trends and CSAT feedback to refine training content and provide targeted coaching insights to leadership.
• You'll collaborate across the globe, partnering with Product, Sales, and Ops leaders to identify capability gaps and translate them into impactful training plans.
• You'll own the metrics, reporting on how your initiatives directly improve team performance, from CSAT to overall efficiency.

Requirements

To thrive in this role, you’ll need:

• Provable, deep expertise and experience in Learning & Development, Quality Assurance, or Enablement (preferably within a SaaS or Customer Success environment).
• A "People First" leadership style with a track record of building and scaling global training or QA programs.
• Strong analytical grit, with the ability to use data and reporting to drive continuous improvement and show real impact.
• Excellent communication and facilitation skills, allowing you to influence and inspire teams across different regions.
• Technical curiosity, with hands-on experience leveraging LMS platforms and QA software to drive learning at scale.
• An adaptable, "Shoot for the Moon" mindset—you’re comfortable in a fast-paced environment and ready to find a way through any obstacle.