Customer Success Retention Advisor

The Role

As a Customer Success Retention Advisor at Booksy, you’ll ensure our customers not only succeed with our product but also continue to grow their businesses with us. Your mission is to proactively engage with customers, identifying opportunities to enhance their experience, prevent churn, and drive account reactivation through outbound communications. You’ll act as 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. Key responsibilities include managing customer relationships, conducting satisfaction conversations to assess experience quality, and identifying areas for improvement. You’ll handle product support, manage payment issues, and manage reactivations.

Requirements

Essentially, to ensure you succeed in this role, you’ll need:

• Proven, hands-on experience in customer success, retention/reactivation, account management, or similar roles.
• Experience with CRM software like Salesforce, Zowie, or 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 organization and time management.
• Fluency or native-level proficiency 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.

Benefits

The Booksy benefits include:

• Remote work with flexible work schedules.
• Remote work with a $50/month home phone/internet reimbursement.
• Comprehensive health, dental, and vision coverage with UHC.
• Company-paid short-term disability (STD) and long-term disability (LTD), and basic life insurance at 1x salary up to $250,000.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) available, with Booksy contributing $1,000 for employees and $2,000 for employees plus one.
• Voluntary accident/hospital/critical illness plans available.
• 401k with a 50% match up to 8% of contributions, paid annually with a 3-year vesting period.
• Paid time off (PTO): Exempt employees receive unlimited PTO with manager approval; non-exempt employees receive 160 hours/year (does not roll over).
• 12 holidays observed.
• Parental leave: 12 weeks of paid leave.
• Employee Assistance Program (EAP).
• Voluntary pet insurance through Fetch.
• Financial wellness tools through SoFi and Ladder.
• Discounts via Perkspot.
• A $50 monthly benefit to use on services in the Booksy app.

Booksy is a global team focused on helping people feel great about themselves every day. From empowering entrepreneurs to build successful businesses to supporting their customers in arranging 'me time' moments, Booksy is dedicated to helping people thrive and feel fantastic.

Working in a rapidly growing, ever-changing scale-up offers unique opportunities and challenges. If you thrive in an environment that values inventively solving problems, creating clarity amidst ambiguity, and prioritizing your career growth, Booksy could be the right fit for you.

Our Diversity and Inclusion Commitment: Booksy strives to create an inclusive environment for all. We welcome people from all backgrounds and are committed to fair consideration in our hiring process. If you have any accessibility needs or require reasonable adjustments during the interview process, please contact belonging@booksy.com.