Customer Operations & Success Manager

BlackScale Media; Madrid; Presencial; EUR 55.000 - 75.000; Jornada completa

Descripción de la vacante

A leading advertising technology firm in Madrid is seeking a Customer Operations & Success Manager to drive customer satisfaction and long-term retention. The ideal candidate will have over 5 years of experience in customer success or operations, with strong client communication skills. You will manage customer interactions, develop playbooks, and ensure seamless onboarding processes. This role demands operational discipline and a proactive attitude to optimize customer experiences across high-risk verticals.

Formación

• 5+ years in Customer Success, Customer Operations, Account Management, or SaaS service delivery.
• Strong operational background, customer-obsessed.
• Experience in fast-paced, high-growth or high-risk environments is a major advantage.

Responsabilidades

• Own customer health, adoption, retention, and long-term relationship quality.
• Develop structured success playbooks for various customer interactions.
• Lead the support function with strict SLAs and quality controls.

Conocimientos

Customer Success

Account Management

Operational Excellence

Client Communication

Data Analysis

Descripción del empleo

Customer Operations & Success Manager

Driving Customer Outcomes, Operational Excellence & Long-Term Retention.

About the Role

BlackScale.Media powers advertisers in high-risk verticals (iGaming, Crypto, Dating, Nutra, Sweepstakes) and more with the full operational backbone needed to scale. Our clients rely on us not just for tech, tools and infrastructure, but for flawless execution, world-class customer support and ultimately success in their businesses.

As our Customer Operations & Success Manager, you are the operational engine behind customer satisfaction, adoption, and retention. You combine the discipline of operations with the empathy, strategy, and commercial awareness of customer success.

Your mission is to ensure every customer not only receives exceptional support, they achieve real, measurable outcomes from our products, infrastructure, and services.

You own the systems, playbooks, communication, and insights that enable predictable value delivery at scale.

This role is perfect for someone who can think like a strategist, act like an operator, and communicate like a CSM.

Key Responsibilities

1. Customer Success Leadership

• Own customer health, adoption, retention, and long-term relationship quality.
• Develop structured success playbooks (activation, growth, recovery, churn prevention).
• Conduct proactive check-ins, success reviews, and strategic conversations with high-value customers.
• Ensure customers clearly understand the value we can add to their business through our products and services and best practices.
• Identify upsell, expansion, and cross-sell opportunities through usage insights and lifecycle data.

2. Customer Lifecycle Management

• Oversee the entire lifecycle, i.e., onboarding-activation-adoption-value-realisation, and renewal.
• Create a consistent approach to onboarding, with success metrics defined upfront and measured continuously.
• Establish clear handovers from Sales and internal expectations-setting frameworks.
• Continuously improve and increase customer lifetime value (LTV).

3. Customer Support & Issue Resolution

• Lead the support function with strict SLAs and quality controls.
• Ensure customer queries are resolved accurately, quickly, and proactively.
• Build a tiered support escalation structure tied to severity, risk, and revenue impact.
• Use support data to identify themes, root causes, and improvement opportunities across product, ops, and compliance.

4. Operational Excellence & Process Optimisation

• Build a Customer Success operating system : playbooks, SOPs, dashboards, workflows, and communication protocols.
• Strengthen visibility and internal alignment by ensuring every customer touchpoint is documented, tracked, and analysed.
• Improve speed-to-value by optimizing onboarding, activation steps, and internal dependencies.
• Partner with Business Operations and Finance to maintain clean, accurate customer data and reporting.

5. Cross-Functional Leadership

• Represent the voice of the customer in operational, product, and commercial discussions.
• Work with Sales & Marketing to ensure proper expectation setting and readiness for activation.
• Provide Product with structured insight reports on friction points, feature requests, usage blockers, and opportunities.
• Collaborate with Finance on billing accuracy, account changes, disputes, and usage tracking.

6. Data, Insights & Continuous Improvement

• Build a customer health dashboard highlighting risk, opportunity, adoption, and engagement trends.
• Conduct deep analysis on churn, expansions, escalations, and support demand to drive decision-making.
• Introduce a performance rhythm: weekly risk reviews, monthly success reports, quarterly customer insights summaries.
• Turn data into action, not just reporting but by proposing clear solutions and owning execution.

What You Bring

• 5+ years in Customer Success, Customer Operations, Account Management, or SaaS service delivery.
• Expertise in building success playbooks, onboarding frameworks, and lifecycle management systems.
• Strong operational background, customer-obsessed.
• Excellent client communication skills : confident, structured, proactive, and empathetic.
• Ability to identify commercial opportunities and handle renewal / expansion conversations.
• Experience in fast-paced, high-growth or high-risk environments is a major advantage.

Who You Are

• Customer-obsessed : you care deeply about outcomes, not just activity.
• Operationally disciplined : you thrive in structure, clarity, and accountability.
• Proactive, not reactive, always one step ahead of risks, issues, or customer needs.
• A strong communicator who brings calm, clarity, and direction to complex situations.
• A builder who can create structure where none exists and scale what does.