[Hiring] Customer Success Retention Manager @Booksy

Role Description

Your career as Customer Success Retention & Key Accounts Manager at Booksy will give you the opportunity to shape our retention strategies across Western Europe, build high-performing teams, and directly impact how thousands of beauty and wellness entrepreneurs thrive on our platform.

Reporting directly to the Director of Customer Success Western Europe, you’ll lead and coach Team Leaders covering the Spanish, UK, and French markets, along with their retention and key account teams. You'll get the autonomy to develop regional high-value customer lifecycle strategies, driving growth and minimizing churn in a space where human connection is everything.

If you’re excited by the idea of working with data, drawing conclusions, devising strategies and identifying ways to improve the team, this is the role for you. And if you’re a natural-born leader who loves developing talent and takes pride in seeing your team overcome challenges, you’ll find the perfect environment here to make your mark.

Qualifications

• Proven, deep expertise and experience in leading, coaching, and developing Team Leaders within a fast-paced Customer Success/retention/Key Account Management environment.
• A proven track record of designing and executing customer retention strategies that successfully reduce churn and increase customer lifetime value.
• Demonstrable experience managing Key Accounts (KAM) or high-value customer lifecycles.
• Strong data-driven decision-making skills, with the ability to monitor performance, analyse metrics, and drive continuous improvements.
• Excellent cross-functional collaboration and communication skills to align with regional management and international teams.
• An owner’s mindset with experience in defining processes, leading strategic CS projects, and participating in talent recruitment.
• Full professional proficiency in both English and Spanish.
• Bonus points if you speak French!
• Knowledge of the beauty industry (this is a strong plus for our team).

Benefits

• Medical + dental insurance paid for by the company.
• Your birthday day off.
• 50 € per month to use on Booksy services.
• Wellness platform where you can do daily activities of all kinds and redeem vouchers at clothing, home, music, cinema, games, experiences and travel shops.
• Access to psychologist sessions.
• Flexible remuneration: Personal income tax savings to use on restaurant card, transport, medical insurance, childcare, training and discounts on other services.

Company Description

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, ever-changing scale-up 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 enjoy inventively solving problems with others, helping create clarity when things get confusing, and prioritising your own path within ambiguity, then the chances are that you'll love the opportunities available to grow your career at Booksy.

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.