Customer Success Manager

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

📋 Description

• Manage and cultivate relationships with around 35 EMEA accounts

• Serve as the main point of contact following the sale

• Establish and nurture long-term relationships with key stakeholders and decision-makers

• Comprehend customer business objectives and align them with product value

• Lead and coordinate intricate onboarding processes

• Promote the adoption of the platform and services

• Set success milestones and monitor progress

• Collaborate with Operations, Product, and other internal teams on onboarding

• Oversee Enterprise customer renewals on a 90/60/30-day schedule

• Identify and address churn risks

• Collaborate with Sales, Legal, and Finance on renewals and contracts

• Spot expansion opportunities and assist with upsell and cross-sell initiatives

• Manage high-priority escalations and critical customer issues

• Advocate for customers internally and organize task forces

• Monitor customer health metrics and usage statistics

• Keep account data updated in CRM and internal systems

• Report on risks, opportunities, and account status

• Engage in QBRs, Success Reviews, and executive-level meetings

• Work collaboratively across functions with Sales, Product, Operations/Logistics, and Finance

⛳️ Requirements

• Minimum of 3 years of experience in Customer Success, Account Management, or similar positions

• Demonstrated experience managing Enterprise, Upper Mid Market, or Large accounts

• Experience engaging with customers in the EMEA region

• Strong knowledge of renewal, retention, and expansion strategies

• Exceptional written and verbal communication abilities

• Comfortable managing escalations and challenging conversations

• Strong organizational and prioritization capabilities

• Proficient in English; knowledge of additional European languages is advantageous

• Preferred: experience in SaaS, logistics, supply chain, or B2B platforms

• Preferred: familiarity with complex contracts and multi-stakeholder accounts

• Preferred: experience conducting QBRs and executive-level presentations

• Preferred: knowledge of CRM tools like HubSpot or Salesforce

• Candidate must be based in Spain

• Availability to work during Spain timezone hours and cover the EMEA region, with the flexibility to support other regions based on operational requirements

🏝️ Benefits

• Fully remote work position

• Monthly compensation in USD

• Paid time off days and local national holidays

• Company-provided equipment

• Fixed budget for expenses (healthcare, personal care, or learning)

• Opportunities for personal and professional development