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 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 dynamic role will see you actively reaching out to customers who show signs of churn risk, implementing retention strategies to keep them engaged and thriving. You'll work proactively to identify opportunities for upselling, collaborating with other Booksy teams to develop migration plans. A key part of your day will involve managing these customer relationships, conducting satisfaction surveys to assess the quality of customer service, and identifying areas for improvement. You'll be responsible for providing product support, managing payment issues, and handling reactivations.

In this dynamic position, you'll actively engage with US customers who are showing signs of churn and implement retention strategies to maintain their engagement and success. You'll proactively identify upselling and cross-selling opportunities and will also be responsible for providing technical support when needed and identifying areas for improvement.

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

• Proven, hands-on experience in customer success, retention/reactivation, sales 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 organization and time management.
• Fluency or native in Spanish.

Nice to have:

• Experience in our industry.

Compensation: $40,000 - 50,000 base salary + bonus.

Please note: this is a non-exempt role.

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).
• Comprehensive health, dental, and vision coverage.
• Company paid STD, and $25,000 Basic Life.
• Voluntary LTD.
• 401k - 50% match up to 6% of contributions paid annually/ 3-year vesting period.
• PTO - Non-exempt employees - 160 hours/year (does not roll over).
• Parental Leave - 12 weeks of paid leave.
• EAP (Employee Assistance Program).
• Voluntary Pet Insurance through Fetch.
• Booksy benefit $50 per month to use on services in our app.
• Discounts via SmartSpend.

A bit about Booksy:

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 and evolving company 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're a driven self-starter, with initiative and the motivation to grow your career in an environment that's rapidly changing as we scale-up globally, then the chances are that you'll love it 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.