Customer Success Manager

Job Summary

Fluent in Spanish and English, the full-time Customer Success Manager will manage a portfolio of approximately 60 accounts in Spain, Italy, and Portugal, focusing on customer retention, account expansion, and driving satisfaction through strategic planning and proactive engagement.

Key responsibilities

• Own net revenue retention (NRR) and drive cross-sell revenue by identifying and advancing upsell opportunities
• Build and execute strategic quarterly business reviews (QBRs) and account success plans aligned with customer objectives
• Monitor account health and proactively address adoption, retention, and expansion opportunities using Hook AI

Required qualifications

• 3-5 years of experience in Customer Success, Account Management, or a similar role within a B2B SaaS environment
• Proven track record of driving customer retention and growth outcomes
• Experience leading QBRs and executive-level customer conversations
• Strong commercial mindset with the ability to identify and progress cross-sell and upsell opportunities
• Experience using Salesforce, Gainsight, or similar CRM and Customer Success platforms