Customer Retention (Customer Success Retention Advisor)

Description

Job Summary: Protect, retain, and empower beauty and wellness professionals as a trusted advisor—overcoming challenges and ensuring growth with the Booksy platform. Key Highlights: 1. Proven experience in retention, sales, or negotiation. 2. Strong communication and persuasive skills to build trust. 3. Proactive mindset for problem-solving and resilience. Your career as a **Customer Success Retention Advisor** at Booksy will give you the opportunity to protect, retain, and empower our community of beauty and wellness professionals across Spain. Based within the Customer Experience (outbound) team, you’ll act as a trusted advisor to small business owners—helping them overcome challenges and ensuring continued growth through our platform. Working closely with your Outbound Team Leader and collaborating with Sales, Operations, and Marketing teams, you’ll lead the end-to-end retention and reactivation process. Your role won’t be limited to handling cancellation requests—you’ll thoroughly analyze each case to diagnose underlying payment or tool-usage issues. You’ll leverage your persuasive communication skills to offer tailored solutions—whether by providing specialized support, adjusting subscription plans, or applying strategic discounts. If you’re motivated by transforming difficult conversations into moments of authentic connection and shared success, you’ll find a highly rewarding pace here. **Requirements** **To ensure your success in this role, you’ll need…** * **Proven, hands-on experience in customer retention/reactivation, sales, or negotiation**, demonstrating comfort in addressing objections and proposing solutions. * **Strong communication and persuasive skills**, with an innate ability to quickly build empathy and trust over the phone. * **A proactive problem-solving mindset**, and the resilience needed to view cancellation requests as opportunities to deliver value. * **High levels of commitment and autonomy**, meaning you’re self-motivated to meet retention KPIs and manage your time effectively and independently. * **Technical experience and agility**, with tools such as Salesforce, Zowie, Slack, and Google Workspace. * **Native or bilingual fluency in Spanish**, as you’ll be Booksy’s voice and work side-by-side with our B2B clients in Spain. A **strong command of English is a major plus**, enabling effective communication with our global team. **Benefits** **We align your effort with a benefits package designed to support you both inside and outside of work:** * **Your health:** Fully company-funded private medical and dental insurance (AEGON), including fully covered and anonymous consultations with Booksy’s in-house psychology team—or private medical insurance. * Access to meditation, mindfulness, and emotional wellbeing resources via Headspace. * Comprehensive family life support—including family planning, parenting, eldercare, and menopause—with access to a personal guide and a network of specialists and experts helping you find the best available resources through Cleo. * **Your time:** 23 working days of vacation, 14 public holidays, and your birthday off. * **Financial flexibility:** Flexible compensation plan to optimize your gross salary—tax-exempt (IRPF-free)—for restaurant cards, transportation, childcare, or training via Betterfly/Flexoh. * **Booksy Benefit:** A monthly allowance that increases with years of service, redeemable at our network of partner businesses.**:** €50 per month in Booksy app credit for your own beauty and wellness services. * **Development:** Unlimited access to LinkedIn Learning, function-specific upskilling programs, and online English classes with Speexx. * **Work tools:** Laptop, mobile phone, and a monthly stipend to ensure reliable Wi-Fi connectivity. **About Booksy** Our global mission is to empower the businesses behind every booking. With over 380\,000 beauty professionals on the platform and millions of active users, we are an international scale\-up—combining startup agility with market-leader stability. **Commitment to Diversity** We operate in a creative and diverse sector—and our team reflects that. We welcome professionals from all backgrounds and guarantee a fair and equitable evaluation process. If you require any accommodations or adjustments for accessibility reasons during interviews, please contact us at **belonging@booksy.com**. **The Use of AI in Our Process** We use Artificial Intelligence tools to help our Talent Acquisition team review applications more efficiently and objectively. AI analyzes your profile’s skills and experience against the position’s requirements—ensuring every application receives equal attention. However, AI never makes final decisions; reviews and hiring decisions are always made by real people on our recruitment and departmental leadership teams. You have the right to know how this technology was used in your application—or to request human review at any time by contacting our recruitment team. **\~ Booksy Team**