Director of Customer Success

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

📋 Description

• Lead our Customer Success team, directly reporting to the CEO.

• Take charge of key metrics that signify success: customer retention, engagement, NPS, and revenue growth.

• Expand the team, mentor, and support its members while establishing infrastructure for scalable, high-impact customer success operations.

• Assess and enhance customer success workflows and communication strategies.

• Maintain hands-on involvement with clients and collaborate closely with Sales, Product, and Marketing teams.

• Propel improvements in retention and Net Revenue Retention (NRR) through the implementation of scalable playbooks and data-driven strategies.

• Cultivate executive-level relationships within key customer accounts.

⛳️ Requirements

• Over 8 years of experience in customer success, implementation, or account management within complex B2B SaaS environments, preferably in healthcare.

• Proven track record of building, leading, and scaling high-performing customer success teams.

• Strong strategic and operational acumen, with the ability to engage hands-on.

• Primary responsibility for managing strategic account relationships over an extended period.

• Demonstrated success in driving retention, expansion, and revenue growth.

• A data-oriented mindset, with an understanding of the key metrics to monitor and strategies for improvement.

• Proficient in professional communication in both Spanish and English.

• Located in Spain.

🏝️ Benefits

• Fixed and variable salary.

• Flexible benefits via Cobee (including meal tickets, transportation, childcare, etc.).

• Option for remote work in an asynchronous environment.

• Flexible working hours.

• Team-building events held three times a year.

• 23 vacation days per year, plus your birthday, along with 6 local and regional holidays added to your calendar for your convenience.

• Budget allocated for training and personal development.

• A laptop (Mac or Linux) and any necessary equipment (such as a monitor).

• Opportunity to join a team of driven and ambitious individuals where you can make a genuine impact on people's lives.