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Booksy · 2 weeks ago

Head of Customer Success, US (Florida)

United States

Full-time

Remote

Director/Executive

$130K/yr - $150K/yr

Booksy is seeking an experienced and data-driven Head of Customer Success to lead their regional CS function in the US. This role focuses on driving efficiency and excellence in B2B onboarding while collaborating cross-functionally to enhance the customer journey and ensure long-term value for US customers.

MarketplaceMobile AppsMobile PaymentsPaymentsSaaSSoftwareWellness

Responsibilities

Lead the US Customer Success organization, including Onboarding, Retention, and Support teams, ensuring alignment with global CS strategy

Redesign and scale the B2B onboarding journey, focusing on reducing time-to-first-value (TTFV) and improving activation and adoption rates

Implement process efficiencies and automation across onboarding workflows to enable scalability and reduce operational friction

Partner with Product, Sales, and Operations to ensure seamless handoffs from Sales to CS, improving data flow, accountability, and customer experience

Define and track onboarding performance metrics (activation, adoption, churn within 120 days, NPS, CSAT) and drive continuous improvement through data insights

Lead, mentor, and develop a high-performing CS leadership team with a culture of ownership, learning, and customer obsession

Collaborate with the Global Enablement and WFM teams to ensure effective resource planning, training, and performance management

Represent the voice of the customer within the US market, contributing insights to influence product roadmap and operational priorities

Ensure financial efficiency by managing cost-to-serve while maintaining high customer satisfaction

Qualification

B2B onboardingCustomer Success strategyData-driven decision makingProcess efficienciesPerformance metrics trackingCustomer obsessionLeadershipCollaboration

Required

Experienced and data-driven Head of Customer Success

Strong focus on driving efficiency and excellence in B2B onboarding

Own the strategy, execution, and continuous improvement of onboarding, support, and retention

Work cross-functionally with Operations, Product, Marketing, and Sales

Redesign and scale the B2B onboarding journey

Focus on reducing time-to-first-value (TTFV) and improving activation and adoption rates

Implement process efficiencies and automation across onboarding workflows

Partner with Product, Sales, and Operations for seamless handoffs

Define and track onboarding performance metrics (activation, adoption, churn within 120 days, NPS, CSAT)

Drive continuous improvement through data insights

Lead, mentor, and develop a high-performing CS leadership team

Collaborate with Global Enablement and WFM teams for resource planning, training, and performance management

Represent the voice of the customer within the US market

Ensure financial efficiency by managing cost-to-serve while maintaining high customer satisfaction

Benefits

Bonus

Company

Booksy

Booksy is a booking platform that links local customers with professionals in the beauty, wellness, and health industries.

Founded in 2014

Warsaw, Mazowieckie, POL

501-1000 employees

http://booksy.com

Funding

Current Stage

Late Stage

Total Funding

$203.75M

Key Investors

CIBC Innovation BankingInovia CapitalSiena Secondary Fund

2024-10-03Series Unknown· $39.75M

2023-12-15Convertible Note· $1M

2023-11-23Series Unknown

Leadership Team

Stefan Batory

Cofounder & CEO

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Company data provided by crunchbase