Customer Success Retention Manger

A bit about Booksy:

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 and evolving company 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're a driven self-starter, with initiative and the motivation to grow your career in an environment that's rapidly changing as we scale-up globally, then the chances are that you'll love it at Booksy.

Your career as a Customer Success Retention Manager will give you the chance to solve complex customer problems and drive measurable, significant business impact by reducing churn and improving renewal rates. You’ll join a passionate Customer Success team where you’ll lead the retention initiatives and work cross-functionally across Operations, Marketing, Product, and CS Support and Onboarding.

This is a highly visible, impact-driven role for someone who is wired to lead and influence the future of how our customers stay engaged and successful with our product.

Some of your responsibilities:

• You'll lead and coach Team Leaders and their teams.
• You'll develop and implement customer retention and revenue strategies that align with Booksy’s goals.
• You’ll monitor performance, analyze data, and drive continuous process improvement across the function.
• You’ll lead cross-functional risk reviews and coordinate the required actions to stabilize customer outcomes.
• You will influence the Product and Operations roadmaps based on insights related to churn drivers.
• You'll create retention playbooks, talk tracks, and renewal guides to equip your CS teams.

Requirements

Essentially, to ensure you succeed in this role you’re going to need…

• 3+ years of leadership experience in customer success, sales, retention or similar roles.
• Strong analytical skills with the ability to translate data into clear, actionable improvements.
• Experience building retention programs, playbooks, or churn-prevention frameworks.
• Proven success in improving renewal rates or stabilizing at-risk customer segments.
• Excellent communication skills with the ability to influence cross-functional teams.
• A strong understanding of SaaS customer lifecycles, renewal risk, and adoption signals.
• Fluency in English (both written and spoken).

Benefits

How AI helps us find great people

Think of our AI tool as a really smart assistant for our recruitment team. Its job? To help us move faster, stay consistent, and make sure no great candidates are overlooked. Every application goes through the same AI review to help us spot skills that match the role - but don’t worry, AI never makes the decisions. Real people do. Our recruiters and hiring managers handle every final call. And we regularly review how the tool is used to keep things fair, ethical, and compliant with data protection laws. Curious about how it works? You can always ask how AI was used in your application - it won’t affect your chances in any way.

If you have questions, just drop us a note - we’re happy to explain more.

Our Diversity and Inclusion Commitment:

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. If you have any accessibility needs or require reasonable adjustments during the interview process, please contact us at [email protected], so we can best support you.

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