Senior Customer Success Manager

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

📋 Description

• Take ownership of your client portfolio, ensuring their well-being, adoption, and value realization.

• Safeguard and enhance revenue by delivering valuable insights to clients through data, along with improvement recommendations that facilitate their growth and success.

• Conduct structured value sessions — showcasing KPI progress, pinpointing improvement opportunities, and suggesting specific actions.

• Proactively monitor usage, actions, progress, and customer health; intervene and escalate issues before they escalate.

• Lead Strategic Business Reviews aligned with each customer’s goals, driving discussions on renewals and upsells.

• Collaborate internally with Sales, Product, Enablement, Implementation, and Support to resolve issues and communicate customer feedback effectively.

• Maintain accurate and current CRM and customer records.

• Possess product and business acumen, ensuring the customer experience is tailored to meet their business requirements with Orquest.

⛳️ Requirements

• Senior: 4+ years of experience as a Customer Success Manager, Account Manager, or in a similar role within B2B SaaS settings (experience in retail operations, store staffing, scheduling, or workforce planning is a significant advantage).

• Demonstrated success in driving software adoption, enhancing customer retention, and fostering account growth.

• Strong analytical abilities — comfortable working with data, creating reports, and converting numbers into actionable decisions. Proficiency in Excel and Power BI is essential.

• Exceptional communication and storytelling skills, with experience in presenting KPI progress and translating insights into clear, actionable recommendations.

• Experience in conducting structured value reviews and maintaining a consistent health-score tracking across a client portfolio.

• Familiarity with CRM tools (HubSpot, Vitally) is a plus.

• Experience leading Strategic Business Reviews and managing renewal and upsell discussions is advantageous.

• Proficient in advanced English, French, and Spanish.

🏝️ Benefits

• Comprehensive Medical Insurance.

• OpenUp platform for your mental well-being.

• Cobee for flexible compensation (meals, transport, etc.).

• Language classes to support your growth.

• A flexible work model.