Job Description
Role Overview As a Customer Success Manager, you will be the primary point of contact for enterprise customers throughout their post-sales journey. Your goal is to ensure customers successfully onboard, adopt, and realize value from our products, leading to strong satisfaction, retention, and engagement. You guide customers through onboarding, provide ongoing training and best practices, and proactively support their success through regular check-ins and reviews. By building trusted relationships and collaborating with internal teams, you help drive product adoption, solve problems, and identify opportunities for deeper customer engagement. Your work will support renewals, reduce churn risk, and uncover expansion potential in partnership with account teams. This role is ideal for someone with excellent communication skills, a problem-solving mindset, and a passion for helping customers achieve measurable outcomes.
Location: Hybrid or Remote Working hours: Monday - Friday 14h - 22h CEST Your Major Responsibilities - Customer Management: Own the post-sales relationship for a portfolio of enterprise accounts, ensuring alignment between customer business objectives and our platform's capabilities.
- Customer Success Planning: Build joint success plans with customers including goals, KPIs, and timeline to measure value realization.
- Adoption & Product Engagement: Drive feature utilization and platform engagement through data-driven outreach, training, and enablement initiatives.
- Customer Health Monitoring: Analyze product usage trends, engagement signals, and support interactions to proactively address risks and identify growth opportunities.
- Business Reviews: Lead business reviews with key stakeholders to report on performance metrics, align on goals, and guide strategic roadmap planning.
- Onboarding & Implementation: Manage the onboarding of complex enterprise customers by coordinating internal teams and ensuring fast time-to-value.
- Cross-Functional Team Collaboration: Work closely with Sales, Product, Engineering, and Support teams to resolve customer challenges, influence the product roadmap, and improve overall CX.
- Voice of the Customer: Gather, analyze, and share structured customer feedback to shape internal strategies and product innovation.
- Retention Strategy: Identify early warning signals for churn, execute pre-renewal risk plans, and partner with sales on renewals and expansions.
- Customer Advocacy: Encourage satisfied customers to serve as advocates through case studies, testimonials, and referrals.
- Success Metrics Reporting: Deliver regular reports on customer outcomes, satisfaction, and success KPIs to internal and external stakeholders.
To be successful in this role, you need: - Native level communication skills and C-level presentations delivery in Spanish (and English)
- Min 1 year in Customer Success or Customer support role (B2B, SaaS or enterprise software environment preferred)
- Experience in HR or strong understanding of core HR principles, processes, and terminology to effectively support HR-related customer use cases
- BA in Business, Marketing, Technology, or related field
- Proven ability to manage and influence multiple stakeholders across large and complex customer organizations
- Understanding of customer lifecycle management, success planning, and customer journey orchestration
- Ability to interpret customer data and product usage analytics to guide strategy and engagement
- Familiarity with Customer Success tools and data analytics dashboards
- Genuine passion for helping customers succeed, combined with business acumen and consultative skills
- Self-starter with a bias for action, results-oriented mindset, and a strong sense of ownership
Job Tags
Monday to Friday,