Customer Success Retention Advisor (Bilingual English/Spanish)

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 organisation 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.

Salary Range: $40,000 - 50,000 base salary + quarterly bonus.

Please note: This is an exempt role with hourly pay equivalent to the range listed above.

Benefits

The Booksy benefits we offer are:

• Remote work with flexible work schedules. (We're proudly distributed across the globe, with each market being remote-first. Depending on which market you're joining, you might have office access or be fully remote - either works. All we ask is that you're based in the country/region this role is advertised in).

• Remote work with $50/month home phone/internet reimbursement.
• Comprehensive health, dental, and vision coverage with UHC.
• Company paid STD and LTD, and Basic Life Insurance at 1x salary up to $250,000.
• FSA/HSA's available - Booksy contributes $1,000/$2,000 for employee/employee plus.
• Accident/Hospital/Critical Illness voluntary plans available.
• 401k - 50% match up to 8% of contributions paid annually/ 3-year vesting period.
• PTO - Exempt employees - unlimited with manager approval. Non-exempt employees - 160 hours/year (does not roll over).
• 12 Holidays observed.
• Parental Leave - 12 weeks of paid leave.
• EAP (Employee Assistance Program).
• Voluntary Pet Insurance through Fetch.
• Financial wellness tools through SoFi and Ladder.
• Discounts via Perkspot.
• Booksy benefit $50 per month to use on services in our app.

A career at Booksy means you’re part of a global team focused on helping people around the world feel great about themselves, every day. From empowering entrepreneurs to build successful businesses, to supporting their customers to arrange 'me time' moments, we’re in the business of helping people thrive and feel fantastic.

Working in a rapidly growing, ever-changing scale-up comes with its own set of opportunities and challenges. If you prefer a stable environment, with clear processes and structures then, we've got to be honest, you won't always find that here. However, if you enjoy inventively solving problems with others, helping create clarity when things get confusing, and prioritising your own path within ambiguity, then the chances are that you'll love the opportunities available to grow your career at Booksy.

Our Diversity and Inclusion Commitment:

We work in a highly creative and diverse industry so it goes without saying that we strive 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 us at [email protected], so we can best support you.

~ Booksy Team

Kindly submit your application and CV in English to ensure it is successfully reviewed.