Customer Success Retention Manager

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. Essentially, to ensure you succeed in this role, you’re going to need… 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, as you will be communicating with our global teams and local markets. Bonus points if you speak French! It’s not a deal-breaker, but it’ll definitely help you stand out as we support our growing international teams. Knowledge of the beauty industry (this is a strong plus for our team). Some of the benefits we offer in Spain are: 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. We're proudly distributed across the globe, with each market being remote-first. Depending on which market you're joining, you might have office access or be fully remote - either works. All we ask is that you're based in the country/region this role is advertised in. 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, 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. 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. 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. Please submit your application for this role in English.