Customer Success Retention Advisor, Bilingual English/Spanish

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Proactively engage with customers through outbound communications.

• Identify opportunities to improve customer experience, prevent churn, and encourage account reactivation.

• Reach out to customers exhibiting signs of potential churn risk.

• Implement retention strategies to ensure customers remain engaged and successful.

• Provide support to customers through both reactive and proactive outreach efforts.

• Identify opportunities for upselling and cross-selling.

• Collaborate with various teams across Booksy to create solutions tailored to customer needs.

• Manage and nurture customer relationships.

• Conduct satisfaction conversations to evaluate the quality of customer experiences.

• Pinpoint areas that require improvement.

• Offer product support.

• Address payment issues.

• Handle customer reactivations.

⛳️ Requirements

• Proven, hands-on experience in customer success, retention/reactivation, account management, or related roles.

• Familiarity with CRM software such as Salesforce, Zowie, and Google Suite.

• Exceptional communication, persuasion, and negotiation skills.

• Ability to build strong, long-lasting relationships with B2B clients.

• Strong problem-solving skills accompanied by a positive and proactive attitude.

• A collaborative team player.

• Demonstrated experience and success in organization and time management.

• Fluency or native proficiency in Spanish.

• Preferred location in Texas or Florida.

• Experience in the beauty, wellness, or appointment-based business industry is a plus.

🏝️ Benefits

• Remote work with flexible work schedules.

• $50/month reimbursement for home phone/internet expenses.

• Comprehensive health, dental, and vision coverage through UHC.

• Company-paid Short-Term Disability (STD), Long-Term Disability (LTD), and Basic Life Insurance at 1x salary up to $250,000.

• FSA/HSA options available - Booksy contributes $1,000 for individual employees and $2,000 for employee plus.

• Voluntary Accident/Hospital/Critical Illness plans available.

• 401k plan with a 50% match up to 8% of contributions paid annually, with a 3-year vesting period.

• Paid Time Off (PTO) - Unlimited for exempt employees with manager approval; non-exempt employees receive 160 hours/year (does not roll over).

• Observance of 12 holidays.

• Parental Leave offering 12 weeks of paid time off.

• Employee Assistance Program (EAP).

• Voluntary Pet Insurance through Fetch.

• Financial wellness resources available through SoFi and Ladder.

• Discounts available via Perkspot.

• Booksy benefit of $50 per month to use on services within our app.

• Global team environment.

• Opportunities for career growth in a rapidly expanding scale-up.