Customer Success Onboarding Team Leader

1 hour, 44 minutes ago
Full-time
Senior
Customer and Technical Support
Booksy

Booksy

Booksy is a cloud-based appointment booking software for beauty professionals, offering automated scheduling, calendar management, payments, and marketing tools. With over 23 million clients worldwide, Booksy is the largest Beauty Booking Marketplace, ...

Diversified Consumer Services
251-1K
Founded 2014
$119M raised

Description

  • Lead and develop a team of Onboarding Advisors, including senior advisors who coach junior team members.
  • Set clear performance expectations, KPI accountability, and career development paths for the team.
  • Build a culture of accountability, continuous learning, and data-driven self-reflection.
  • Own team performance against Activation Rate, Reachability, QA Score, Time-to-Value (TTV), and churn reduction.
  • Lead the transition from activation-focused metrics to NRR and long-term adoption indicators.
  • Use QA scores, reachability data, and cohort analytics to diagnose skill gaps and process issues.
  • Partner with Sales to ensure clean handoffs and proper onboarding context for each provider.
  • Surface onboarding friction points and convert provider feedback into input for Product and Operations.
  • Handle high-complexity provider escalations and lead resolution conversations in English and Spanish.

Requirements

  • 4-6 years of progressive experience in Customer Success, Onboarding, or Account Management in a SaaS or technology-driven environment.
  • 1-2+ years of formal people management experience leading mid-sized teams.
  • Demonstrated ability to manage performance using data, including QA frameworks, coaching plans, and metric-driven decisions.
  • Professional fluency in both English and Spanish, written and spoken.
  • Expert-level proficiency in Salesforce CRM.
  • Working knowledge of customer success platforms such as Gainsight, ChurnZero, or equivalent.
  • Experience or comfort working in a scaling environment with evolving processes and ambiguity.
  • Retention-first mindset focused on NRR and long-term customer adoption.
  • Commercial acumen with the ability to connect provider health and expansion signals to revenue outcomes.
  • Ability to deliver precise coaching, diagnose root causes, and track improvement through milestones.

Benefits

  • $60,000 - $70,000 base salary plus quarterly bonus.
  • Remote-first work model, with office access depending on market.
  • $50/month home phone and internet reimbursement for remote work.
  • Comprehensive health, dental, and vision coverage with UHC.
  • Company-paid STD, LTD, and basic life insurance at 1x salary.
  • 401(k) with 50% match up to 8% of contributions, with 3-year vesting.
  • Unlimited PTO for exempt employees with manager approval, or 160 hours per year for non-exempt employees.
  • 12 weeks of paid parental leave.
  • Employee assistance program, financial wellness tools, pet insurance, and a $50 monthly Booksy service credit.

Interested in this position?

Apply directly on the company website

Apply Now

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