Descripción de la oferta
You'll configure, test and stress-test AI agents running in production for 20 to 30 e‑commerce brands, and you'll be the person they call when it matters.
Yuma is the most advanced AI platform for e‑commerce support. Founded in late 2022, backed by Y Combinator, with 100+ merchants and over a million tickets resolved by our AI agents. We’re a team of 20+ across Barcelona, Boston and a few remote spots. Small enough that your work is visible in your first week, mature enough that you’ll be working on real accounts with real retention stakes.
Based in Barcelona with partial remote.
The Team:
The Success team is composed of two teams.
The first one owns the accounts. Account Managers take our most strategic merchants and work closely with a technical counterpart. Customer Success Managers own a book on their own, the commercial side and the technical side both, which means they run their accounts end to end.
The second one is the technical team. Technical Account Managers handle the heavier implementations, and they’re the ones Account Managers pull in on the hardest topics.
Cyril, our Head of Account Management, leads the whole thing from Barcelona.
Our mission: help every merchant automate a growing share of their support. And renew, because by then the results are there ;)
What you'll do:
You’ll own a portfolio of 20 to 30 French e‑commerce brands running their customer support on Yuma’s AI agents. This isn’t a QBR‑only CSM role: you build what runs in production, you debug it, and you keep the account over the long run.
Build automations with the merchant. Most of what you set up starts with a conversation: either the merchant comes to you with a use case to automate, or you spot the one they haven’t thought of yet. Then you build it around their actual processes.
Push each account's automation rate. That's the metric that counts. You track it, you explain it to the merchant, and you know what to do when it plateaus.
Test, iterate, stress-test. You’ll spend time in the product writing and refining prompts, spotting where the AI goes off track, and fixing it. That’s a concrete part of the day‑to‑day, not a “nice to have”.
Diagnose before escalating. We’re a small team: you qualify the bug yourself, file the product issue, and talk directly to the engineer who picks it up. Account‑driven fixes often ship within the week.
Be the merchant’s go‑to contact for anything Yuma‑related: the day‑to‑day, incidents, questions, new ideas.
Own renewals and upsells across your portfolio. You’ll talk numbers, results and budget with your counterparts. Part of your variable compensation depends on it.
Why this role, right now:
Support automation is at a turning point. Our merchants no longer ask whether to automate, but how far to go. You’ll sit right at that point in the conversation.
The French market is one of our densest , and it doesn’t yet have a full‑time CSM dedicated to it.
The role is new, so what you build becomes the reference. Our Success processes are being written right now. If you enjoy creating the playbook rather than applying one, this is the right moment.
You’ll work hands‑on with applied AI not with talk about AI. Every prompt you refine changes how many tickets a merchant no longer has to handle manually.
Who we’re looking for:
Two things matter most: you’re a do‑er : the kind of person who’d rather solve the problem than wait for someone else to pick it up and you have real relationship skills.
Must‑haves:
At least 2 years in Customer Success, Implementation or Support Operations in B2B SaaS (e‑commerce preferred)
You’ve owned accounts yourself : as an AM, CSM or in Sales
You’ve been a power user of a product somewhere : a tool you really went deep into
Native‑level French, fluent English (the team's internal life runs in English)
You enjoy testing prompts and LLMs. Spending an afternoon pushing an AI to find where it breaks sounds like fun, not a chore
You’re comfortable negotiating : renewals and upsells are part of the job
Nice to have:
Familiarity with Shopify, Gorgias or Zendesk
A basic understanding of APIs, SQL or no‑code tools
Good to know before you apply:
20 to 30 accounts is real volume. You’ll need to triage, prioritise, and sometimes say no. Not everything can get the deep treatment everywhere.
You’ll often be the first person doing the thing. Few playbooks, few settled processes.
You’re on the front line when an AI agent gets something wrong in front of a merchant’s end customers. That calls for composure and rigour.
We have a clear point of view on our culture: speed, frugality, transparency, direct feedback and impact.
What we offer:
Base + variable compensation (tied to renewals, upsells and automation rate across your portfolio)
Equity in the company
Alan health insurance (premium plan) 100% covered by Yuma
Unlimited holiday policy (depending on business needs)
Retribución flexible : the Spanish flexible‑pay scheme: you can allocate part of your gross salary to meals, public transport or childcare.
Barcelona office + partial remote : we believe in flexibility and in having a great place to come together. Our office sits in the heart of Barcelona's Eixample, a short ride from the beach, and as part of the Aticco community you get access to all Aticco spaces across the city.
Latest‑generation Mac and whatever else you need to do your job well
Our hiring process:
Intro call (30 min) with Marie, Head of People. Fit, motivation, what you’re really looking for and the reality of the role.
Business case (1h) with Cyril, Head of Account Management. A concrete exercise, close to what you’d actually do here. You’ll get several days to prepare.
Final conversation with Guillaume, our CEO. Vision, ambition and your questions with no filter.
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