Descripción de la oferta
This position is based in Spain. Candidates must have legal authorization to work in Spain and possess at least a conversational level of Spanish to collaborate effectively with the team.# Job Description - Customer Success ManagerWe are looking for a proactive person responsible for ensuring the success of our customers by performing different tasks, such as calling, emailing, planning, and coordinating general customer activities.You will join a high-performance team to manage the portfolio (primarily Small & Medium segments). Your mission includes advising them on buying decisions, executing the onboarding of new users after purchase, and ensuring they achieve their business goals with our solution.The person must be proactive in detecting customer needs, ensuring that our customers get the most out of our solution, answering doubts, and being helpful as a mandatory requirement to maintain our retention goals.# Key ResponsibilitiesDevelop customer relationships that promote retention and loyalty. You will be the main point of contact for your portfolio, building trust to ensure satisfaction.Drive Product Adoption & Expansion: You will proactively communicate new product launches and feature updates to your portfolio. Your goal is to identify which clients would benefit most from these changes to generate interest and uncover potential upgrade opportunities.Manage Contract Renewals & Upgrades: You will be responsible for the renewal cycle of your portfolio and for closing expansion deals. Note: You will lead these processes with the guidance and support of our Senior CSMs to help you handle negotiations effectively.Advising on Buying Decisions: Help customers understand the best ways to utilize Influencity based on their business needs or plans, guiding them towards the right solutions.Execute the Onboarding Process: You will lead the "Time-to-Value" for new clients by conducting our standard onboarding cycle.Analyze customer data to identify the best practices and usage trends within your portfolio.Gather feedback from your customers and coordinate with the tech-team and sales team to improve internal processesStudy other customer success programs to bring fresh ideas.# Experience & Technical SkillsExperience: 1-2 years in a customer-facing role (SaaS, Account Management, or similar).Tech-Savvy & Tools: Ability to learn our software quickly. Experience with HubSpot is a strong plus, as it is our central tool for customer control and management.Languages: Excellent verbal and written communication skills in English and Spanish. You are comfortable calling, emailing, and leading video meetings.# Soft Skills & MindsetRuthless Time Management: Ability to prioritize high-value tasks across a high volume of accounts without getting overwhelmed.Proactive Empathy: You don't wait for the customer to complain. You anticipate customer roadblocks through data analysis and answer doubts before they become problems.Assertive Communication: Confidently guiding customers through our processes (like the onboarding steps) and keeping meetings on track.Commercial Awareness: Feeling comfortable discussing pricing, managing renewals, and spotting upgrade opportunities.Resilience: Staying motivated and adaptable when dealing with unresponsive "ghost" clients or tough negotiations.# Logistics & FlexibilitySchedule Flexibility: Since part of your portfolio will be based in the Americas, you must be willing to adapt your working hours occasionally to attend meetings in the late afternoon/evening (Madrid time).Location & Mobility: This is a remote-friendly role based in Spain.If you are in Madrid, we operate on a flexible hybrid model (going to the office occasionally).If you are based outside of Madrid, you will be asked to travel to our HQ approximately once every 2 months for team alignment.# Why Influencity?At Influencity, you’ll be part of a fast-growing company where learning and professional development are part of our culture.Work in a rapidly expanding company with exciting challenges.Flexible hours & remote work in a results-oriented environment.Extra time off: December 24th & 31st, plus your birthday!Choose your laptop: MacBook or Windows (Lenovo, HP, Dell).High-trust work culture with autonomy and ownership in your role.Career development opportunities: Performance reviews twice a year.Young, dynamic team with a "let’s make it happen" mentality.Competitive salary based on skills and experience.Employee benefits package (transport, training, meals, gym membership discounts, childcare and more).Medical & dental insurance.Language classes in working hours.# About UsFounded in 2014, Influencity (Influencity.Com) is the most complete AI-powered influencer marketing platform in the market. With over 70M influencers in our database, we provide brands and agencies with a full stack of solutions to manage campaigns at scale.Our mission is to become the global leader in influencer marketing. To achieve this, we need an exceptional team that thrives on growth, collaboration, and innovation. At Influencity, we believe in supporting each other, overcoming challenges together, and continuously improving—both individually and as a team.If this sounds like you, THIS IS YOUR TEAM! We’re excited to meet you!
