Customer Success Onboarding Team Leader, Booksy

• 4-6 years of progressive experience in Customer Success, Onboarding, or Account Management within a SaaS or technology-driven environment
• 1-2+ years of formal people management experience leading mid-sized teams
• Demonstrated track record of managing performance through data: QA frameworks, coaching plans, and metric-driven decision-making
• Professional fluency in both English and Spanish (written and spoken), essential for leading a bilingual team and managing escalations
• Expert-level proficiency in Salesforce CRM; working knowledge of CS platforms such as Gainsight, ChurnZero, or equivalent

Desirable

• As a Customer Success Onboarding Team Leader reporting to the Customer Success Onboarding Manager in our Customer Success team, your purpose will be to lead a team of Onboarding Advisors and serve as the strategic bridge between frontline execution and leadership retention objectives
• Coach the Coaches: Design and execute a structured coaching framework for senior advisors, enabling them to independently develop junior team members, freeing you for strategic oversight
• Performance Architecture: Establish clear performance expectations, KPI accountability structures, and career pathing that motivates both high performers and developing talent
• Culture of Excellence: Build and sustain a team environment defined by accountability, continuous learning, and data-driven self-reflection
• KPI Ownership: Drive performance against core metrics: Activation Rate, Reachability, QA Score, Time-to-Value (TTV), and Churn reduction
• Strategic Metric Migration: Lead the team's transition from activation-centric success metrics to NRR and long-term Adoption indicators, aligning frontline activity with company-level retention goals
• Data-Driven Diagnostics: Leverage QA scores, reachability data, and cohort-level performance analytics to identify skill gaps, process breakdowns, and intervention opportunities before they become escalations
• Sales Handoff Integrity: Partner with the Sales team to define and enforce a clean deal standard, ensuring every provider enters onboarding with the right context, expectations, and setup for rapid ROI realization
• Product & Operations Feedback Loop: Systematically surface friction points in the onboarding journey and translate provider-level insights into actionable input for Product and Operations roadmaps
• Bilingual Escalation Leadership: Serve as the senior point of contact for high-complexity provider escalations, conducting resolution conversations fluently in both English and Spanish

• Kindly submit your application and CV in English to ensure it is successfully reviewed