• Ensure the successful onboarding of new administrators and provide advanced product education • Promote Alan products and services to generate massive adoption by the employees and the admins • Handle admins incoming requests regarding operational tasks • Work alongside the Key Account Manager’s team during the contracts renewal period • Identify and execute out-of-the-box initiatives to engage Alan customers • Drive change in our products and services, and act as voice of customers towards our product teams • Collaborate on building all processes and documentation • Connect with the other crews and communities at Alan • Set the standard of what CSM should be at Alan! • Scale the practice by writing the CSM playbook or taking the role of a referent among the team on a topic you like • Build and maintain strong customer relationships with key stakeholders • Quickly identify potential signals of dissatisfaction, identify and implement solutions to respond to them

• Oversee and manage our Customer Success Managers (currently a team of 6) • Own the overall health and retention of Cove's post-launch client base, with a primary focus on maintaining NRR • Build and continuously refine the CS strategy, client segmentation model, and engagement playbooks that allow the team to scale without sacrificing quality • Serve as an Executive Sponsor for key clients, leading business reviews, engaging with senior leadership at owner and operator organizations, and building lasting relationships across the portfolio • Partner closely with the Account Management team to identify, surface, and support upsell and renewal opportunities within the existing client base • Collaborate with Product to ensure client feedback is captured, appropriately prioritized, and communicated back to clients with transparency and follow-through • Develop and implement a scaled customer success approach for Tier 4 clients, ensuring visibility into engagement risk and proactive outreach before churn occurs • Own KPIs related to retention, NRR, client health scores, and CS-qualified pipeline, and drive the team to consistently meet or exceed them • Develop and coach CSMs to grow professionally and take on increasing responsibility over time

Role Description You've already built or run a customer experience operation, and you're ready for a role where you actually get to own it — end to end, with real trust and room to run. We're looking for one person to take charge of our Customer Experience completely. You won't be responding to tickets - you're shaping the whole experience and leading our Customer Service Team. What You'll Do - Lead our Customer Service team — set the standard and keep them sharp, supported, and motivated. - Automate workflows and support so the team can scale without getting buried in repetitive work. - Run quality control: dig into the data, spot patterns, and feed real insights to our Supply Chain team so our products keep getting better. - Own communication across the whole journey — think of order materials, manual videos, order updates, post-purchase, every touchpoint a customer has with us. - Include the hidden word "Summer" in your application so we know you've read the whole post. Qualifications - You've led a CX or customer service function before and you're ready to step into more ownership. - You're proactive — you tend to spot the problem and solve it before anyone asks. - You're comfortable with data and can turn it into decisions. - You like building systems and automating the repetitive stuff. - You're direct and honest, and you appreciate the same back. - You stay calm and adaptable when plans shift (they will — we move fast). - You want to feel close to the people you work with, not just clock in and out. Requirements - Please note that this is a Freelancer role, signing an NDA with non-compete clause is mandatory. - You will have to use our Time Tracking Tool. - If one of these requirements can't be met, please don't apply. Benefits - Real ownership of a core function in a growing global brand, working closely with our leadership. - People who deliver here can earn well above what a "normal" company offers. - A team that genuinely enjoys working together and looks after its people (our CS team gets a yearly trip together, and we go out of our way to take care of our people). - Fast and clear communication — everything runs on Slack, not buried in email threads.

Role Description Your career as Customer Success Retention & Key Accounts Manager at Booksy will give you the opportunity to shape our retention strategies across Western Europe, build high-performing teams, and directly impact how thousands of beauty and wellness entrepreneurs thrive on our platform. Reporting directly to the Director of Customer Success Western Europe, you’ll lead and coach Team Leaders covering the Spanish, UK, and French markets, along with their retention and key account teams. You'll get the autonomy to develop regional high-value customer lifecycle strategies, driving growth and minimizing churn in a space where human connection is everything. If you’re excited by the idea of working with data, drawing conclusions, devising strategies and identifying ways to improve the team, this is the role for you. And if you’re a natural-born leader who loves developing talent and takes pride in seeing your team overcome challenges, you’ll find the perfect environment here to make your mark. Qualifications - Proven, deep expertise and experience in leading, coaching, and developing Team Leaders within a fast-paced Customer Success/ retention/ Key Account Management environment. - A proven track record of designing and executing customer retention strategies that successfully reduce churn and increase customer lifetime value. - Demonstrable experience managing Key Accounts (KAM) or high-value customer lifecycles. - Strong data-driven decision-making skills, with the ability to monitor performance, analyse metrics, and drive continuous improvements. - Excellent cross-functional collaboration and communication skills to align with regional management and international teams. - An owner’s mindset with experience in defining processes, leading strategic CS projects, and participating in talent recruitment. - Full professional proficiency in both English and Spanish, as you will be communicating with our global teams and local markets. - Bonus points if you speak French! It’s not a deal-breaker, but it’ll definitely help you stand out as we support our growing international teams. - Knowledge of the beauty industry (this is a strong plus for our team). Benefits - Medical + dental insurance paid for by the company. - Your birthday day off. - 50 € per month to use on Booksy services. - Wellness platform where you can do daily activities of all kinds and redeem vouchers at clothing, home, music, cinema, games, experiences and travel shops. - Access to psychologist sessions. - Flexible remuneration: Personal income tax savings to use on restaurant card, transport, medical insurance, childcare, training and discounts on other services. Company Description A career at Booksy means you’re part of a global team focused on helping people around the world feel great about themselves, every day. From empowering entrepreneurs to build successful businesses, to supporting their customers to arrange 'me time' moments, we’re in the business of helping people thrive and feel fantastic. Working in a rapidly growing, ever-changing scale-up comes with its own set of opportunities and challenges. If you prefer a stable environment, with clear processes and structures then, we've got to be honest, you won't always find that here. However, if you enjoy inventively solving problems with others, helping create clarity when things get confusing, and prioritising your own path within ambiguity, then the chances are that you'll love the opportunities available to grow your career at Booksy.