Customer Success Analyst

Orquest - Retail Smart Planning; Madrid; Híbrido; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A company specializing in retail technology solutions is looking for a Customer Success Manager in Madrid. The ideal candidate has at least 2 years of experience in Customer Success, particularly in SaaS, and strong analytical skills with the ability to drive data-informed decisions. You will work collaboratively across several teams to ensure customer satisfaction, retention, and growth. This role also offers a flexible compensation plan and medical insurance, promoting a work environment that values results and employee well-being.

Servicios

Flexible compensation plan

Medical and dental insurance

Opportunities for professional growth

Flexible schedule and hybrid working

Formación

• At least 2 years of experience as a Customer Success Manager, preferably in SaaS environments.
• Strong analytical skills to interpret KPIs and drive data-informed decisions.
• C1 English proficiency; other languages like French and Arabic are a plus.

Responsabilidades

• Act as a value consultant for customers, guiding them through adoption and expansion phases.
• Drive revenue growth by providing insights and recommendations for technology adoption.
• Monitor customer engagement and health scores, ensuring optimal experiences.

Conocimientos

Customer Success Management

Data analysis and reporting

Communication skills

Power BI

SQL

Strategic thinking

Herramientas

CSP tools

HubSpot

Descripción del empleo

About us

Orquest was born to serve the retail industry through Artificial Intelligence Workforce Optimization Software.

Our mission is to make every retail interaction count, whilst maximising value.

We are looking for an outstanding CSM who will act as a strategic partner to our customers, guiding them through the adoption and expansion phases to ensure long-term value realisation.

In this role, you will leverage strong analytical skills to interpret KPIs, identify improvement opportunities, and drive data-informed decisions aligned with each customer’s objectives, contributing to optimal health, retention, and revenue growth.

To succeed, you bring at least two years of CSM experience (preferably in SaaS environments), advanced data capabilities, and excellent communication skills.

Your Key Responsibilities

• Value consultant for customers throughout the adoption and expansion phases.
• Protect and increase revenue by providing valuable insights to customers through data and configuration analysis, offering improvement recommendations that drive successful Orquest technology adoption and measurable value delivery.
• Monitor and help improve usage to achieve business desired outcomes, follow up on support interactions, product & enablement needs with the relevant departments, and help drive customer engagement with marketing initiatives while reporting on performance KPIs and the evolution of set objectives.
• Drive data-informed decision-making based on the objectives defined in the customer’s personalised Value Framework to ensure a consistent, measurable and value-driven customer experience.
• Be product savvy and introduce configuration changes and beneficial features that could be of interest to our customers and that would improve their user experience.
• Establish and maintain regular communication with customers for updates, feedback and to track progress on identified necessary actions.
• Monitor and work towards achieving and maintaining optimal customer Health Scores.
• Lead the VoC (Voice of Customer) program for the portfolio, relaying feedback to all Orquest teams and to customers to drive improvement both internally and externally.
• Conduct regular catch-ups to provide visibility on performance evolution and achievement of objectives through structured KPI reporting and value progress updates.
• Drive Strategic Business Reviews to showcase product value and achieved outcomes based on the Customer Value Framework, handle renewal & upsell conversations and strategic alignment.
• Collaborate with : Sales, Implementation, Product, Integrations and Marketing teams

Required Skills and Experience

• Experience working as a CSM for at least 2 years, focused on adoption, value delivery, retention and growth phases of the customer journey, preferably in SaaS solutions and with international clients.
• Strong Customer Success background with solid strategic thinking skills.
• English level C1 (most of our customers are based worldwide, and therefore great fluency in English is mandatory). Other languages such as French and Arabic are appreciated.
• Excellent data analysis skills, including strong command of Power BI, Power Query, DAX and SQL. The core of the job is to analyse KPIs and progress, present them to the customer and recommend actions based on data.
• Experience using CSP tools and CRM (ideally, being HubSpot savvy).

Why join us

• Flexible compensation plan.
• Medical and dental insurance in addition to your income as well as other benefits.
• Great possibilities of growth, and to contribute to improve the Customer Success area.
• Because people are our most important asset, we take good care of our team.
• Because you will be surrounded by an inspiring international team of smart, open-minded, and passionate professionals.
• Because we offer flexibility, trust, and ownership . We are strong believers that what matters most are results, which is why we provide a flexible schedule & hybrid working