Customer Success Retention Advisor

As a Customer Success Retention Advisor at Booksy, you’ll be instrumental in ensuring our customers not only succeed with our product but also continue to grow their businesses with us. Your primary mission will be to proactively engage with customers, identifying opportunities to enhance their experience, prevent churn, and drive account reactivation through outbound communications.

You’ll be a vital link between Booksy and our valued customers, ensuring their long-term satisfaction and loyalty.

This role sits at the heart of our US Retention function, where you’ll actively reach out to customers showing signs of churn risk and implement retention strategies to keep them engaged and thriving. You’ll work across both reactive and proactive outreach motions, supporting customers at key moments in their journey. You’ll also proactively identify upselling and cross-selling opportunities, collaborating with teams across Booksy to develop solutions tailored to customer needs. A key part of your day will involve managing customer relationships, conducting satisfaction conversations to assess experience quality, and identifying areas for improvement. You’ll be responsible for providing product support, managing payment issues, and handling reactivations.

Requirements

Essentially, to ensure you succeed in this role, you’re going to need…

• Proven, hands-on experience in customer success, retention/reactivation, account management, or similar roles.
• Experience with CRM software like Salesforce, Zowie, Google Suite.
• Excellent communication, persuasion, and negotiation skills, with a talent for building strong, long-term relationships with B2B clients.
• Strong problem-solving abilities with a positive and proactive attitude. Team player.
• Demonstrable, repeated experience and success in organsiation and time management.
• Fluency or native in Spanish, as you will be supporting bilingual US B2B clients.
• Location in Texas or Florida preferred.

Nice to have:

• Experience in the beauty, wellness, or appointment-based business industry.