Senior Customer Success Manager – SaaS

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

📋 Description

• Your primary focus will be on engagement, customer retention, and growth, building relationships that establish you as a strategic advisor throughout the entire lifecycle.

• Strategic account management: Oversee a diverse and extensive portfolio from start to finish, focusing on strategic enterprise accounts alongside a segment of SMB accounts, fostering long-term relationships with pricing, e-commerce, and category leaders, up to the C-suite level.

• Service segmentation: Implement a tiered service model (high-touch for strategic accounts, scalable processes for SMBs) to maximize retention and efficiency across the portfolio.

• Churn prevention and retention: Take responsibility for the gross retention of your portfolio by identifying early warning signs of risk and executing recovery plans before they impact satisfaction or renewal.

• Growth and expansion: Identify and drive upselling and cross-selling opportunities within the portfolio, collaborating with the Sales team (AEs) on larger operations, directly contributing to net revenue retention goals.

• Implementation and adoption: Lead the onboarding and adoption of the platform, ensuring a rapid time-to-value and complete utilization of key functionalities.

• Executive engagement: Conduct business reviews, workshops, and executive training sessions that connect platform usage with the client’s business objectives.

• Data-driven consulting: Develop and present performance reports using analytics and BI tools, turning usage and market data into executive-level recommendations.

• CRM and operational excellence: Keep account data updated in HubSpot, contribute to the improvement of playbooks and workflows, and ensure service standards are met.

• Internal collaboration: Work with Sales, Marketing, Product, and Operations to close the feedback loop and deliver a comprehensive customer experience.

⛳️ Requirements

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

• Native or bilingual Spanish speaker (daily communication with LATAM clients will be in Spanish).

• Professional English (regular communication with internal global teams).

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

• Strong analytical skills: ability to use data and BI tools for decision-making and executive conversations.

• Proficiency in CRM and modern customer success tools (preferably HubSpot) and Google Workspace.

• Availability and flexibility to cover LATAM time zones from Spain: Monday to Friday from 14:00 to 22:00 (CET), with some flexibility for better work-life balance.

• Legal residency in Spain.

• Preferred: Experience in retail technology, e-commerce, pricing, or competitive intelligence solutions.

• Hands-on experience implementing SaaS platforms with enterprise clients.

• Familiarity with generative AI tools applied to customer workflow.

🏝️ Benefits

• Attractive salary base depending on experience + bonus for achieving strategic departmental objectives, with the possibility of exceeding targets.

• Full-time indefinite contract.

• Private medical insurance covered by the company.

• Paid vacation and flexible working hours (adapted for LATAM coverage).

• Annual training budget to support your growth.

• Modern tech stack: Google Workspace, HubSpot, and integrated generative AI tools in daily work.