CSAM - Customer Success Account Manager

We’re looking for a customer obsessed CSAM who thrives in the high-touch world of luxury and beauty retail.

Physical retail isn't dying. It’s being filtered. The brands that survive will be the ones that make every in‑store interaction intentional.

Booxi is the infrastructure behind that shift: appointments, queue management, and in‑store events orchestrated in a single platform. Our clients include Tiffany’s, Benefit Cosmetics, LVMH, Dior, and Sephora. We operate in 103 countries, with teams in Montreal and Paris.

We're not an early‑stage startup and we're not a large corporation. We're at the stage where things actually get built, and where what you build actually matters.

We’re looking for a Customer Success Account Manager (CSAM) that will be responsible for driving customer outcomes, long‑term value realization, and sustained consumption across Booxi portfolio of Luxury & Beauty retail enterprise customers.

Your Mission

The CSAM serves as the strategic partner between Booxi and its most valued customers, ensuring they realize measurable business outcomes through the adoption and effective use of Booxi's solutions.

By combining executive‑level relationship management with operational rigor and cross‑functional leadership, this role drives customer retention, growth, and long‑term partnership success.

What You’ll Do

• Own the Customer Success Strategy You'll lead end‑to‑end success strategies for your assigned accounts, building and executing tailored customer success plans that tie Booxi's solutions directly to each customer's business goals. Acting as a trusted advisor, you'll engage senior and executive stakeholders, proactively spotting risks and opportunities to keep each partnership on track and growing.
• Drive Adoption and Value Realization You'll take ownership of consumption growth and product adoption by orchestrating onboarding experiences and Success Programs that help customers get the most out of Booxi. When barriers arise, you'll lead cross‑functional efforts to remove them, working hand‑in‑hand with sales, support, product, and partners to deliver a seamless, outcome‑focused customer experience.
• Operate with Rigor and Precision You'll bring structure and discipline to every account through health monitoring, forecasting, risk tracking, and executive‑ready reporting. Leading regular governance rhythms, including success plan reviews, operational checkpoints, and QBR contributions: you'll use data and insights to prioritize the activities that matter most.
• Lead and Influence Across the Organization You'll set the standard for customer engagement quality and executive presence, influencing cross‑functional teams without direct authority to drive alignment and results.
• Navigate Risk and Crisis with Confidence When high‑stakes or escalated situations arise, you'll take the lead: coordinating structured responses, maintaining clear executive communication, and driving the actions needed to restore customer confidence and stability quickly.

Your impact: Turning customer relationships into lasting growth.

The Impact You’ll Make

• Own the Strategy: Lead end‑to‑end success plans for strategically significant accounts.
• Drive Growth: Orchestrate success programs to ensure sustained consumption and usage excellence.
• Influence the Industry: Work with the world’s most prestigious Luxury and Beauty brands established across multiple countries.
• Lead Through Crisis: Apply structured incident management to restore confidence and stability when it matters most.

What You Bring

• Experience: 5+ years in Enterprise Customer Success, Customer Service, or Account Management.
• Communication: Fluent in both French and English with strong executive presence and value storytelling skills.
• Mindset: A data‑driven approach to measuring success (think: retention, expansion, and adoption metrics).
• (Nice‑to‑have) A deep understanding of the Luxury or Beauty retail landscape.

Why Join Booxi

You're not just joining a team; you're helping us build the engine while we drive it Your mission is to be the human spark that turns data into real, meaningful conversations. We're big enough to be global, but small enough to actually know your name. We don't care where or how you work, as long as you're crushing your goals, we're happy. True flexibility on how you work, with clear accountability on what you deliver.

• Generous PTO policy
• Full company closure Dec 25 to Jan 1
• 2 personal days + unlimited sick leave
• Group health insurance
• $300 home office allowance
• Flexible schedule

If you are looking for a role with high‑autonomy and high‑impact, where you will act as a trusted advisor to executive stakeholders, ensuring o