Customer Success Learning & Development Manager

Booksy is a company dedicated to helping people thrive, and they are seeking a Customer Success Learning & Development Manager to architect a customer-centric culture. This role involves designing and implementing L&D strategies, mentoring teams, and using data-driven insights to enhance training programs.

Responsibilities:

• You'll design and implement a global L&D strategy that aligns perfectly with our business goals and customer success mission
• You'll lead and mentor a team of talented trainers and QA specialists, fostering their growth while they drive team excellence
• You'll build scalable learning frameworks, including certification paths and learning academies, to ensure our knowledge grows as fast as we do
• You'll turn data into action by analyzing QA trends and CSAT feedback to refine training content and provide targeted coaching insights to leadership
• You'll collaborate across the globe, partnering with Product, Sales, and Ops leaders to identify capability gaps and translate them into impactful training plans
• You'll own the metrics, reporting on how your initiatives directly improve team performance, from CSAT to overall efficiency

Requirements:

• Provable, deep expertise and experience in Learning & Development, Quality Assurance, or Enablement (preferably within a SaaS or Customer Success environment)
• A 'People First' leadership style with a track record of building and scaling global training or QA programs
• Strong analytical grit, with the ability to use data and reporting to drive continuous improvement and show real impact
• Excellent communication and facilitation skills, allowing you to influence and inspire teams across different regions
• Technical curiosity, with hands-on experience leveraging LMS platforms and QA software to drive learning at scale
• An adaptable, 'Shoot for the Moon' mindset—you're comfortable in a fast-paced environment and ready to find a way through any obstacle