Customer Success Manager – Iberia, Portugal, Spain

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

📋 Description

• Take charge of customer success initiatives in Portugal and Spain, encompassing onboarding alignment, adoption, retention, and expansion.

• Develop the inaugural structured customer success framework for Iberia, including touchpoints, segmentation, playbooks, and standards for customer communication.

• Serve as the internal advocate for Iberia customers by relaying insights and product feedback to cross-functional teams.

• Oversee strategic accounts through a personalized approach, involving stakeholder mapping, success plans, quarterly business reviews (QBRs), risk mitigation, and expansion strategies.

• Manage a substantial customer base via scalable programs (One-to-Many), particularly focused on onboarding and activation.

• Detect signals of potential churn and take proactive measures using health scoring, usage trends, and engagement metrics.

• Identify opportunities for expansion (upgrades, add-ons, and broader adoption) and implement appropriate strategies based on customer segments.

• Advocate for best practices regarding WhatsApp Business API setup, templates, messaging compliance, automation, and operational workflows.

• Assist in defining Iberia segmentation, insights on ideal customer profiles (ICP), and enhancements to the customer journey.

• Collaborate with marketing and sales teams as the region expands, ensuring new customers have accurate expectations and smooth transitions.

⛳️ Requirements

• Proficient in Portuguese and Spanish, with English required for internal communications.

• A minimum of 4 years of experience in Customer Success, preferably in a SaaS or tech environment.

• Comprehensive understanding of the entire customer lifecycle: onboarding → adoption → retention → expansion.

• Practical experience with scaled customer success initiatives or One-to-Many programs (such as webinars, campaigns, and learning journeys) along with strategic 1:1 account management.

• A data-driven mindset, capable of interpreting usage trends and transforming insights into actionable strategies.

• Excellent written and verbal communication skills, particularly for customer-facing education and structured follow-ups.

• Highly organized, proactive, and able to thrive in a fast-paced setting.

• Knowledge of WhatsApp Business API, messaging automation, or conversational platforms.

• Familiarity with the dynamics of the Iberia market (Portugal and Spain), customer expectations, and cultural context.

• Experience with AI/automation products and their positioning.

🏝️ Benefits

• Be the inaugural dedicated customer success owner for Iberia and influence the growth strategy for this region.

• Engage in high-impact projects focused on retention, education, and expansion.

• Join a rapidly growing, global team dedicated to shaping the future of conversational growth on WhatsApp.