AI Customer Success Leader: Onboarding, Adoption & Growth

Permut; Barcelona; On-site; EUR 42,000 - 54,000; Full time

Job summary

Permut is hiring a Customer Success Specialist to drive measurable results for our ecommerce and AI-driven customer experiences. You will own the customer journey from onboarding through adoption, renewal and expansion, collaborating with key accounts to turn AI agents into an essential part of how they serve and engage their customers.

You will build relationships, resolve issues, and work with product and engineering to scale our success across brands.

Qualifications

• Built or led a Customer Success or account management team in a B2B SaaS company.
• Track record of retaining and growing accounts with renewals and expansion.
• Comfortable managing key customer relationships personally while coaching others.
• Able to interpret product usage and data to tell a credible ROI story.
• Understand how to help customers adopt new technology and adapt workflows.
• Able to discuss integrations, automation and AI with business users and engineers.
• Bring structure to a fast-moving environment and prioritize across customers.
• Fluent in English and Spanish, with strong communication in difficult conversations.

Responsibilities

• Own retention, growth, renewals and expansion; collaborate with Sales on opportunities.
• Lead onboarding to live agents with defined responsibilities and success metrics.
• Link agent performance to business priorities to drive ROI (resolution rates, costs, satisfaction).
• Review conversations and usage data to identify gaps and improve knowledge, workflows, configurations.
• Hire, coach and grow Customer Success Managers; set clear ownership and communication standards.
• Build trusted relationships with founders and leaders across departments; run business reviews.
• Own customer escalations and coordinate cross-functional resolution; proact effectively.
• Provide structured feedback to Product and Engineering on recurring problems and opportunities.

Skills

CS leadership

Account management

Renewals

ROI storytelling

English & Spanish

Job description

Permut is hiring a Customer Success Specialist to drive measurable results for our ecommerce and AI-driven customer experiences. You will own the customer journey from onboarding through adoption, renewal and expansion, collaborating with key accounts to turn AI agents into an essential part of how they serve and engage their customers.

You will build relationships, resolve issues, and work with product and engineering to scale our success across brands.