United States•TELECOMMUTE
Remote
Senior
Full Time
2 days ago
💰$60,000 - $70,000
bilingualremotecustomer successteam leadershipSaaS
Requirements
- •4-6 years of progressive experience in Customer Success, Onboarding, or Account Management within a SaaS or technology-driven environment
- •1-2+ years of formal people management experience leading mid-sized teams
- •Demonstrated track record of managing performance through data: QA frameworks, coaching plans, and metric-driven decision-making
- •Professional fluency in both English and Spanish (written and spoken)
- •Expert-level proficiency in Salesforce CRM; working knowledge of CS platforms such as Gainsight, ChurnZero, or equivalent
What You'll Do
- •Lead a team of Onboarding Advisors and serve as the strategic bridge between frontline execution and leadership retention objectives
- •Design and execute a structured coaching framework for senior advisors
- •Establish clear performance expectations, KPI accountability structures, and career pathing
- •Build and sustain a team environment defined by accountability, continuous learning, and data-driven self-reflection
- •Drive performance against core metrics such as Activation Rate, Reachability, QA Score, Time-to-Value, and Churn reduction
- •Lead the team's transition from activation-centric success metrics to NRR and long-term Adoption indicators
- •Leverage QA scores, reachability data, and cohort-level performance analytics to identify skill gaps and process breakdowns
- •Partner with the Sales team to define and enforce a clean deal standard
- •Surface friction points in the onboarding journey and translate provider-level insights into actionable input for Product and Operations roadmaps
- •Serve as the senior point of contact for high-complexity provider escalations, conducting resolution conversations fluently in English and Spanish
Nice to Have
- •Retention-First Mindset: Think in NRR, not just activation
- •Multiplier Mentality: Measure success by team's output, not personal output
- •Structured Ambiguity Navigation: Thrive in scaling environments where processes are still being built
- •Commercial Acumen: Connect provider health, expansion signals, and company revenue
- •Coaching Precision: Diagnose root causes, tailor coaching approach, and track improvement with clear milestones
Benefits
- •Remote-first distributed team
- •Office access or fully remote depending on market
- •Opportunity to develop in an international environment
- •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
- •FSA/HSA's available with Booksy contributions
- •Accident/Hospital/Critical Illness voluntary plans available
- •401k with 50% match up to 8% contributions and 3-year vesting
- •PTO: unlimited with manager approval for exempt employees, 160 hours/year for non-exempt
- •12 Holidays observed
- •12 weeks paid Parental Leave
- •Employee Assistance Program (EAP)
- •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 app
About Booksy
Booksy is a booking platform that links local customers with professionals in the beauty, wellness, and health industries.
Warsaw, Poland
500 - 1000
Marketplace