Descripción de la oferta
Join Maite.ai and help the customer service team transform the field of artificial intelligence applied to the legal sector At Maite.ai, we are transforming the way legal professionals work with artificial intelligence. With a validated product growing at a double-digit rate month after month for more than two years, we are looking for an ambitious professional to join as an Account Manager , building the proactive operations that will drive our retention and expansion in the legal sector. If you are passionate about customer success, AI, and building scalable retention strategies in dynamic environments, this opportunity is for you. About Maite.ai We are an AI-native company with a strong focus on excellence and user satisfaction. Our culture is built on meritocracy of ideas, critical thinking, and attention to detail. Currently, we have a market-validated product with over 3000 clients and 100,000+ users, and we are in full-scale growth mode. And Maite.ai is now proudly part of the Doctrine group, the leader in Legal AI in Europe. We are looking for a highly proactive professional to take ownership of account management and customer loyalty in Spain, motivated to build, automate, and scale our Customer Success operations. About the Role As an Account Manager / Customer Success Manager, you will be the key player in ensuring our clients get the absolute most out of Maite.ai from minute one. Your mission will be to drive account retention, expansion, and loyalty by deeply understanding the workflows of the legal sector. Additionally, you will play a foundational role in building our proactive customer success operations from scratch, ensuring our artificial intelligence becomes an indispensable tool in their day-to-day. What You’ll Do ✅ Lead key account onboardings, ensuring a fast adoption that is fully tailored to the specific reality and needs of each law firm. ✅ Manage client communication across email, phone, and our ticketing platform. Your goal is to always provide clear, human, and practical answers, leveraging artificial intelligence to be as efficient as possible. ✅ Own problem resolution from start to finish. You will execute all necessary operations and dive into the details to guarantee that clients get their issues or questions completely solved. ✅ Run proactive user tracking. You will identify users with low adoption rates and stay one step ahead by offering help sessions or targeted training in legal prompting. ✅ Own the success metrics. You will manage contract renewals and work directly on customer retention, taking ownership of monitoring and improving critical indicators such as churn rate and net promoter score. ✅ Spot upgrade opportunities. You will understand your clients so well that you will know exactly when a law firm needs to transition from a Plus plan to a Teams environment, or from Teams to a Custom plan. ✅ Automate processes using artificial intelligence. You will not just help clients use AI, you will apply it in your daily routine to build and scale our proactive operations without ever losing the personal touch. ✅ Create and standardize playbooks. You will work hand in hand with the reactive support team to document and build our customer success operations from the ground up. What We’re Looking For Proven experience as an Account Manager or Customer Success Manager, ideally in a SaaS, software, or tech environment. You know how to manage and grow a client portfolio. Experience with CRM and technical support tools: It is essential that you have solid experience with these types of tools (Intercom, Freshdesk, Zoho CRM, Salesforce, etc.) so that you can join the team and hit the ground running right away. Absolute proactivity: The mental agility to spot a potential problem and solve it before the client even complains. Approachability, empathy, and problem-solving: You are a great listener, you understand user frustrations, and you communicate in a clear, direct way. Zero textbook answers, 100% real solutions. Strong organizational and negotiation skills: Ability to flawlessly manage multiple accounts at different stages of their lifecycle without losing focus. Professional English (Mandatory). ⭐ (Optional) Legal background or professional experience in the legal sector. Understanding how a lawyer thinks, their deadlines, and their daily routine is a massive advantage in connecting with them. ⭐ (Optional) Familiarity with AI tools and a genuine curiosity to use them to optimize your own work. ⭐ (Optional) Proficiency in French. What We Offer Base gross salary: 30.000€.
