Customer Success Retention Advisor (UK market)

Your role as a Customer Success Retention Advisor at Booksy will give you the opportunity to support, retain and empower our community of beauty and wellbeing professionals across the United Kingdom. As part of the Customer Success team, you will act as a trusted advisor to small business owners, helping them overcome challenges and ensuring they continue to grow thanks to our platform.

Working closely with your Outbound Team Leader and collaborating with the Sales, Operations and Marketing teams, you will lead the retention and reactivation process from start to finish. Your role will not be limited to handling cancellation requests; you will analyse each case in depth to diagnose underlying issues relating to payment or use of the platform. You’ll use your persuasive communication skills to offer tailored solutions, whether by providing specialist support, adjusting subscription plans or applying strategic discounts. If you’re motivated by turning difficult conversations into moments of genuine connection and shared success, you’ll find this a highly rewarding role.

Requirements

To ensure your success in this role, you will need…

• Proven, hands-on experience in customer retention/reactivation, sales or negotiation, demonstrating confidence in handling objections and offering solutions.
• Strong communication and persuasion skills, with an innate ability to build empathy and establish a relationship of trust quickly over the phone.
• A proactive, problem-solving mindset and the resilience needed to view cancellation requests as opportunities to add value.
• A high level of commitment and autonomy, meaning you are motivated to meet retention KPIs and manage your time effectively and independently.
• Technical expertise and agility with tools such as Salesforce, Zowie, Slack and Google Workspace.
• Native or bilingual proficiency in English, as you will be the face of Booksy and will work closely with our B2B clients in the UK.

Benefits

We match your hard work with a benefits package designed to support you both at work and outside it:

• Your health: Private medical and dental insurance (AEGON), 100% funded by the company, and fully covered, anonymous consultations with Booksy’s team of psychologists or through your medical insurance.
• Access to meditation, mindfulness and emotional wellbeing resources via Headspace.
• Comprehensive support for family life, including family planning, parenting, caring for relatives and the menopause, with access to a personal guide and a network of specialists and experts who help you find the best resources available on Cleo.
• Your time: 23 working days’ holiday, 14 public holidays and your birthday off.
• Financial flexibility: A flexible remuneration scheme to optimise your gross salary, exempt from income tax, for meal vouchers, transport, childcare or training with Betterfly/Flexoh.
• Booksy Benefit: A monthly allowance that increases with your length of service, redeemable within our network of partner businesses: €50 per month in credit on the Booksy app for your own beauty and wellbeing services.
• Development: Unlimited access to LinkedIn Learning, role-specific upskilling programmes and online English lessons with Speexx.
• Work tools: a computer, a mobile phone and a monthly allowance to ensure your Wi-Fi connection.

About Booksy

Our overarching mission is to empower the businesses behind every booking. With over 380,000 beauty professionals on the platform and millions of active users, we are an international scale-up with the agility of a start-up and the stability of a market leader.

Commitment to diversity

We work in a creative and diverse sector, and our team reflects this. We welcome professionals from all backgrounds and guarantee a fair and equitable assessment process. If you require any adjustments or adaptations for accessibility reasons during interviews, please email us at belonging@booksy.com.

~ Booksy Team