Customer Success Learning & Development Manager

About the Role

As the Customer Success Learning & Development Manager at Booksy, you will be a strategic innovator committed to building a customer-centric, high-performing culture. Your role involves creating and scaling robust learning programs that empower teams to excel through knowledge, feedback, and accountability. This position uniquely combines the creativity of program design with the rigor of data-driven quality assurance to drive team excellence.

Key Responsibilities

• Develop and execute a global learning and development strategy aligned with Booksy's business objectives and customer success goals.
• Lead and mentor a skilled group of trainers and quality assurance experts to promote team growth and excellence.
• Create scalable training frameworks such as certification programs and learning academies to support continuous knowledge expansion.
• Analyze quality assurance trends and customer satisfaction (CSAT) feedback to enhance training content and provide actionable coaching recommendations to leadership.
• Collaborate with cross-functional teams including Product, Sales, and Operations worldwide to identify skills gaps and translate these into effective training plans.
• Manage and report performance metrics demonstrating the impact of learning initiatives on team efficiency and customer satisfaction.

Candidate Requirements

• Proven expertise in Learning & Development, Quality Assurance, or Enablement roles, preferably within SaaS or Customer Success environments.
• Demonstrated "People First" leadership approach experienced in launching and scaling global training or QA programs.
• Strong analytical abilities with a focus on leveraging data and reports to enable continuous improvement and measurable impact.
• Outstanding communication and facilitation skills, capable of inspiring and influencing diverse teams across regions.
• Technical proficiency with hands-on experience using Learning Management Systems (LMS) and QA software for scalable learning solutions.
• Adaptable and ambitious mindset comfortable with navigating a fast-paced, dynamic work environment.

Benefits Offered

• Flexible remote work arrangements with some markets offering optional office access, requiring residency in the respective country or region.
• Monthly reimbursement of $50 for home phone and internet expenses.
• Comprehensive health, dental, and vision insurance coverage through UnitedHealthcare (UHC).
• Company-paid Short-Term and Long-Term Disability insurance and Basic Life Insurance coverage up to $250,000 at 1x salary.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) with Booksy contributions of $1,000 for employees and $2,000 for employee plus plans.
• Optional voluntary insurance plans covering accidents, hospital stays, and critical illnesses.
• 401(k) plan with 50% company matching up to 8% of contributions and a three-year vesting period.
• Paid time off: unlimited PTO for exempt employees upon manager approval; 160 hours annually for non-exempt employees (no rollover).
• Twelve paid holidays annually.
• Twelve weeks of paid parental leave.
• Employee Assistance Program (EAP) for support services.
• Voluntary pet insurance through Fetch.
• Financial wellness resources via SoFi and Ladder.
• Discounts on various services through Perkspot.
• Monthly $50 Booksy benefit to be used on services within the Booksy app.

Additional Information

Booksy is a rapidly growing and evolving company that embraces a dynamic and sometimes ambiguous environment. Candidates who thrive as self-starters and enjoy shaping their own paths amidst change will find Booksy a rewarding place to work.

Diversity and Inclusion Commitment:
We prioritize an inclusive workplace, welcoming individuals from all backgrounds. We are committed to fair hiring practices and will provide reasonable accommodations for candidates requiring accessibility support during the interview process.