Customer Success Team Leader

Booksy

. Coach the Coaches: Design and execute a structured coaching framework for senior advisors, enabling them to independently develop junior team members, freeing you for strategic oversight.

Posted 4/24/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $60,000 - $70,000 per yearWebsite

About the role

Key responsibilities & impact

Coach the Coaches: Design and execute a structured coaching framework for senior advisors, enabling them to independently develop junior team members, freeing you for strategic oversight.
Performance Architecture: Establish clear performance expectations, KPI accountability structures, and career pathing that motivates both high performers and developing talent.
Culture of Excellence: Build and sustain a team environment defined by accountability, continuous learning, and data-driven self-reflection.
KPI Ownership: Drive performance against core metrics: Activation Rate, Reachability, QA Score, Time-to-Value (TTV), and Churn reduction.
Strategic Metric Migration: Lead the team's transition from activation-centric success metrics to NRR and long-term Adoption indicators, aligning frontline activity with company-level retention goals.
Data-Driven Diagnostics: Leverage QA scores, reachability data, and cohort-level performance analytics to identify skill gaps, process breakdowns, and intervention opportunities before they become escalations.
Sales Handoff Integrity: Partner with the Sales team to define and enforce a clean deal standard, ensuring every provider enters onboarding with the right context, expectations, and setup for rapid ROI realization.
Product & Operations Feedback Loop: Systematically surface friction points in the onboarding journey and translate provider-level insights into actionable input for Product and Operations roadmaps.
Bilingual Escalation Leadership: Serve as the senior point of contact for high-complexity provider escalations, conducting resolution conversations fluently in both English and Spanish.

Requirements

What you’ll need

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), essential for leading a bilingual team and managing escalations.
Expert-level proficiency in Salesforce CRM; working knowledge of CS platforms such as Gainsight, ChurnZero, or equivalent.
Retention-First Mindset: You think in NRR, not just activation. You understand that the onboarding conversation sets the retention trajectory.
Multiplier Mentality: You measure your success by your team's output, not your personal output. You get energy from watching others exceed their own expectations.
Structured Ambiguity Navigation: You thrive in scaling environments where processes are still being built. You bring structure without rigidity.
Commercial Acumen: You connect the dots between provider health, expansion signals, and company revenue, and you speak that language fluently in cross-functional conversations.
Coaching Precision: You do not deliver generic feedback. You diagnose root causes, tailor your coaching approach to the individual, and track improvement with clear milestones.

Benefits

Comp & perks

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.
Opportunity to develop in an international environment - we have teams in 6 countries.
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 - Booksy contributes $1,000/$2,000 to the HSA for employee/employee plus.
Accident/Hospital/Critical Illness voluntary plans available.
401k - 50% match up to 8% of contributions paid annually/ 3-year vesting period.
PTO - Exempt employees - unlimited with manager approval. Non-exempt employees - 160 hours/year (does not roll over).
12 Holidays observed.
Parental Leave - 12 weeks of paid leave.
EAP (Employee Assistance Program).
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 our app.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessOnboardingAccount ManagementData-driven decision-makingQA frameworksCoaching plansSalesforce CRMGainsightChurnZeroRetention metrics

Soft Skills

CoachingLeadershipPerformance managementBilingual communicationStructured ambiguity navigationCommercial acumenTeam motivationAccountabilityContinuous learningTailored feedback