Customer Success Manager – AI SaaS

This is a fully remote position, open to applicants in Spain.

📋 Description

• Drive customer success and satisfaction.

• Manage a portfolio of accounts through a strategic business plan, ensuring their retention and growth.

• Implement structured onboarding, adoption, and business review processes, always aligned with the customer's objectives and measurable outcomes.

• Actively monitor account health and take preemptive action to mitigate churn risks.

• Analyze and present customer metrics during each interaction, including usage patterns, adoption gaps, and ROI indicators.

• Achieve a deep understanding of Landbot's AI Agent capabilities, enabling you to demonstrate and advise customers with confidence.

• Proactively introduce customers to new features and AI applications relevant to their business needs.

• Translate customer objectives into specific Landbot configurations and workflows.

• Keep abreast of product developments as Landbot rapidly evolves in the AI landscape, ensuring our CSMs remain aligned.

• Identify and pursue upselling and expansion opportunities throughout your account portfolio.

• Collaborate with Sales on high-potential accounts and transitions.

• Identify at-risk accounts early and facilitate recovery discussions.

• Provide reports on customer engagement, health metrics, and account developments to internal teams.

• Communicate customer feedback and product gaps to Product and leadership in an organized manner.

• Work with Support on escalations and complex technical challenges.

⛳️ Requirements

• 3+ years of experience in Customer Success or Account Management within a B2B SaaS context.

• Comfort with technology products; you quickly learn new tools and enjoy exploring their functionalities.

• Strong analytical skills: you monitor metrics, create simple reports, and leverage data to guide customer discussions.

• Exceptional live presentation and communication abilities; you are confident in conducting demos, reviews, 1:many events, and negotiations.

• A proactive and self-motivated work ethic; you actively seek out customer engagement.

• Proficiency in both English and Spanish (mandatory).

• Eligibility to work in Spain.

• Experience with AI products, automation tools, or the conversational AI/chatbot domain.

• Familiarity with no-code or low-code platforms.

• Experience managing high-value accounts, whether enterprise or upper mid-market.

• Understanding of Customer Success metrics (NRR, churn rate, health scores, time-to-value).

🏝️ Benefits

• A vibrant company culture, featuring a young, dynamic, and international work environment.

• Flexible working hours.

• An open vacation policy and adaptable holidays, allowing you to take time off as needed.

• Training budget 📚 📖

• Transport ticket reimbursement 🚋

• 26 days of paid vacation (23 regular days + December 24th & 31st) 🏖 + One additional day for your birthday 🎂

• English & Spanish language courses 🇬🇧 🇪🇸

• Flexible compensation options with Cobee 💸💸 for employees based in Spain.

• Team-building activities 🎳🍻🍕

• Referral bonus for bringing in other talented individuals like yourself.