Senior Customer Success Manager – SaaS

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

📋 Description

• Manage a diverse and extensive portfolio from start to finish, focusing on strategic enterprise accounts and SMB accounts.

• Build long-term relationships with leaders in pricing, e-commerce, and category management up to the C-suite level.

• Implement a tiered support model to maximize retention and efficiency.

• Identify early warning signs of risk and execute recovery plans to prevent churn.

• Recognize and drive upselling and cross-selling opportunities alongside the Sales team.

• Contribute to net revenue retention objectives.

• Lead onboarding and platform adoption, ensuring rapid time-to-value and full utilization of key features.

• Conduct business reviews, workshops, and executive training sessions.

• Create and present performance reports using analytics and BI tools.

• Transform usage and market data into executive-level recommendations.

• Keep account data updated in HubSpot.

• Assist in the improvement of playbooks and workflows.

• Ensure service standards are met.

• Collaborate with Sales, Marketing, Product, and Operations to close the feedback loop and deliver a comprehensive experience.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Account Management, or similar roles with client ownership in B2B SaaS.

• Native or bilingual proficiency in Spanish and English.

• Proven track record of retention and expansion results in enterprise accounts (renewals, upselling, NRR).

• Strong analytical skills and proficiency in data utilization and BI tools.

• Proficient in CRM and modern customer success tools; HubSpot preferred.

• Mastery of Google Workspace.

• Availability and flexibility to cover LATAM and USA time zones from Spain.

• Working hours from Monday to Friday, 14:00 to 22:00 (CET), with some flexibility.

• Legal residency in Spain.

• Experience in retail technology, e-commerce, pricing, or competitive intelligence solutions is a plus.

• Experience implementing SaaS platforms with enterprise clients is valued.

• Familiarity with generative AI tools applied to customer workflows is a plus.

• Relevant experience.

• Availability for background checks and professional reference verification.

🏝️ Benefits

• Bonus for achieving strategic departmental objectives, with the possibility of exceeding targets.

• Permanent full-time contract.

• Private health insurance with Sanitas covered by the company, with no co-pays.

• Flexible working hours.

• Annual training budget.

• Flexible compensation (meals, transportation, or childcare).

• WellHub.

• Regular afterwork events.

• Google Workspace, HubSpot, and integrated generative AI tools in daily operations.

• Remote or hybrid work model if located in Murcia.

• Free coffee and tea at the headquarters.

• A young, diverse, and global organization.

• Equal opportunity and inclusive environment.