Customer Success Retention Advisor (Bilingual English/Spanish)

Summary

Booksy is a global company focused on helping entrepreneurs build successful businesses and helping customers arrange personal care services. The Customer Success Retention Advisor will proactively engage with at-risk customers, prevent churn, drive reactivation, provide product and payment support, and identify upselling and cross-selling opportunities while managing long-term B2B customer relationships.

Responsibilities

• Proactively engage with customers, identifying opportunities to enhance their experience, prevent churn, and drive account reactivation through outbound communications
• Actively reach out to customers showing signs of churn risk and implement retention strategies to keep them engaged and thriving
• Work across both reactive and proactive outreach motions, supporting customers at key moments in their journey
• Proactively identify upselling and cross-selling opportunities, collaborating with teams across Booksy to develop solutions tailored to customer needs
• Managing customer relationships, conducting satisfaction conversations to assess experience quality, and identifying areas for improvement
• 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
• Kindly submit your application and CV in English to ensure it is successfully reviewed
• Location in Texas or Florida preferred
• Experience in the beauty, wellness, or appointment-based business industry

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

Nice to Haves

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

Benefits

• Quarterly bonus
• 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
• PTO - 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
• Opportunities to grow your career at Booksy.