Customer Success Retention Advisor (Bilingual English/Spanish)

Booksy

2d•Remote

About The Position

Your career as a Customer Success Retention Advisor at Booksy will give you the opportunity to ensure our customers don't just use our product, but truly thrive and grow their businesses with us. In this role, you’ll play a key part in strengthening long-term relationships by proactively engaging customers, enhancing their experience, and helping them unlock the full value of our platform. Your main focus will be to reduce churn risk, drive reactivations through outbound outreach, and create meaningful interactions that foster loyalty and sustainable growth. As part of the US Retention team, you’ll connect with customers at critical moments in their journey—both proactively and reactively—implementing tailored strategies that keep them engaged and confident in Booksy. You’ll identify opportunities for upselling and cross-selling, partnering with internal teams to deliver solutions aligned with each customer’s goals. Day to day, you’ll manage customer relationships through satisfaction conversations, address product-related questions, resolve payment concerns, and support reactivations. Through a consultative and results-driven approach, you’ll help ensure every customer feels supported, valued, and positioned for continued success.

Requirements

Proven, hands-on experience in customer success, retention, sales, or similar relationship-management roles.
Native or professional fluency in Spanish, as you will be supporting our bilingual US B2B clients.
Experience with CRM software like Salesforce or Zowie.
Proficiency in Google Suite.
Excellent persuasion and negotiation skills.
Natural talent for building strong, lasting B2B relationships, as well as winning back and retaining customers.
A proactive, problem-solving attitude.
Ability to thrive as a collaborative team player.
Demonstrable success in organization and time management within a fast-paced environment.
Must be based in the country/region this role is advertised in.

Responsibilities

Strengthen long-term customer relationships by proactively engaging customers.
Enhance customer experience and help them unlock the full value of the platform.
Reduce churn risk.
Drive reactivations through outbound outreach.
Create meaningful interactions that foster loyalty and sustainable growth.
Connect with customers at critical moments in their journey—both proactively and reactively.
Implement tailored strategies to keep customers engaged and confident in Booksy.
Identify opportunities for upselling and cross-selling.
Partner with internal teams to deliver solutions aligned with customer goals.
Manage customer relationships through satisfaction conversations.
Address product-related questions.
Resolve payment concerns.
Support reactivations.

Benefits

Remote work with flexible work schedules.
$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.