Booksy · 1 week ago
Head of Customer Success, US (East Coast)
United States
Full-time
Remote
Director/Executive
$130K/yr - $150K/yr
8+ years expBooksy is a global team focused on helping people thrive and feel fantastic. They are seeking an experienced Head of Customer Success to lead their regional function, with a strong emphasis on improving B2B onboarding and ensuring customer satisfaction through effective strategies and processes.
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
Required
8+ years of experience in Customer Success, Onboarding, or Account Management within a fast-paced B2B SaaS or marketplace environment
Proven track record of building or transforming onboarding operations at scale, ideally across multi-geo or hybrid CS models
Strong analytical mindset with experience in KPI ownership, forecasting, and data-driven decision making
Experience implementing automation, tooling, or AI-driven onboarding solutions (e.g., Intercom, Salesforce, Userpilot, etc.)
Excellent leadership skills with ability to inspire teams through change and deliver measurable impact
Exceptional communication and stakeholder management abilities across cross-functional teams
Fully bilingual in English and Spanish
Strategic thinker who thrives in a high-growth, evolving environment
Benefits
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 up to $250,000.
FSA/HSA's available - Booksy contributes $1,000/$2,000 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.
Company
Booksy
Booksy is a booking platform that links local customers with professionals in the beauty, wellness, and health industries.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$203.75MKey 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
Recent News
2025-11-19
2025-11-19
2025-10-11
Company data provided by crunchbase