Customer Success Retention Advisor (Bilingual English/Spanish)

Summary

Booksy is a global company that helps entrepreneurs build successful businesses and supports customers in arranging personal care and wellness services. The Customer Success Retention Advisor will proactively engage customers, prevent churn, drive account reactivation, and support long-term customer satisfaction. The role also involves identifying upselling and cross-selling opportunities, providing product support, managing payment issues, and conducting customer satisfaction conversations.

Responsibilities

• 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 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

Skills

• 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
• Experience in the beauty, wellness, or appointment-based business industry
• Location in Texas or Florida preferred

Qualifications

Must Haves

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

Nice to Haves

• Location in Texas or Florida preferred

Benefits

• Remote work with flexible work schedules.
• 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.
• Quarterly bonus.