Customer Success Consultant

Hornetsecurity; Madrid; Hybrid; EUR 38,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Bonus structure

Career development

Flat hierarchies

Flexible hours

Remote work option

Paid vacation

Referral bonus €1500

Job summary

Hornetsecurity is seeking a Customer Success Consultant for Madrid or Barcelona to manage a portfolio of customers, drive Success Reviews, and optimize value from Hornetsecurity solutions. The role combines relationship management, proactive risk mitigation, and collaboration with Sales, Partners, and Support.

Occasional travel is required. Fluency in Spanish and English is essential, with a bonus for additional languages.

Qualifications

• Proven experience in Customer Success or account management.
• Strong written and verbal English and Spanish communication.
• Willingness to travel to meet customers.
• Experience in IT, cybersecurity, SaaS is a plus.

Responsibilities

• Serve as the main Customer Success contact for a portfolio of Hornetsecurity customers.
• Schedule and drive regular Success Reviews and follow-up meetings.
• Assess customer satisfaction, adoption, and account health to identify risks.
• Travel to meet customers and partners onsite occasionally.
• Identify churn risks and coordinate with Sales, Partners, Support, and Presales.
• Help customers adopt new capabilities and best practices to maximize value.
• Identify cross-sell and expansion opportunities and engage Sales.

Skills

Customer Success

Account Management

Communication skills

Spanish & English proficiency

Proactive self-starter

Relationship building

CRM experience (Salesforce)

Tools

Salesforce

Job description

Intro

For our location in Madrid or Barcelona we are looking for a motivated Customer Success Consultant (m/f/d) for 40 hours/week.

Your Job

• Serve as the main Customer Success point of contact for a portfolio of Hornetsecurity customers, building strong relationships with customers and their partners and helping them maximize the value of their Hornetsecurity solutions.
• Proactively manage customer engagement by scheduling and driving regular Success Reviews, follow-up meetings and other relevant customer touchpoints.
• Regularly assess customer satisfaction, product adoption and overall account health, identifying potential risks, dissatisfaction or underutilization at an early stage and proactively initiating appropriate actions.
• Travel to meet customers and partners onsite on occasion.
• Identify and mitigate churn risks by developing appropriate action plans and coordinating with Sales, Partners, Support, Presales and other internal stakeholders when required.
• Help customers understand and adopt relevant new capabilities, features and best practices, ensuring they continuously derive value from their Hornetsecurity investment.
• Identify potential cross-sell and expansion opportunities based on customer needs and usage, and proactively engage the appropriate Sales representative to develop the commercial opportunity.
• Work closely with our channel partners to ensure coordinated customer engagement, particularly where the partner owns or manages the customer relationship.
• Act as the voice of the customer within Hornetsecurity, ensuring relevant feedback, concerns and improvement opportunities are communicated to the appropriate internal teams and followed through.
• Maintain accurate and up-to-date documentation of customer interactions, calls, meetings, risks, agreed actions and next steps in Salesforce, ensuring visibility and effective collaboration across teams.
• Coordinate customer issues and escalations with the appropriate internal teams and maintain ownership of the customer communication and follow-up until an appropriate resolution or next step has been agreed.
• Drive continuous improvement of Customer Success processes and contribute to initiatives that increase customer satisfaction, adoption, retention and long-term customer value.

Your Profile

• You have proven experience in Customer Success, Account Management, or a comparable customer-facing role, ideally within IT, cybersecurity, SaaS, or another technology environment.
• Experience working in a fast-paced, international technology company is a plus.
• You are a proactive, highly motivated self-starter who takes ownership of customer relationships and follows actions through to completion, while also working effectively as part of a team.
• You have excellent written and verbal communication skills in Spanish and English, are comfortable engaging with different stakeholders, and have the ability to influence and build trusted relationships. Additional languages, particularly Catalan, Portuguese or Italian, would be considered an advantage.
• You have a strong customer-centric mindset and are comfortable proactively engaging customers and partners by phone, email, online meetings, and face-to-face interactions.
• You are able to identify customer needs, potential risks, dissatisfaction, and growth opportunities, and coordinate the appropriate actions with Sales, Partners, Support, Presales, and other internal teams.
• You are results-driven and comfortable working towards measurable quarterly objectives, with strong organizational and prioritization skills and the ability to manage multiple customers and activities simultaneously.
• You are comfortable working with CRM systems such as Salesforce and understand the importance of accurately documenting customer interactions, agreed actions, risks, and next steps.
• You are comfortable with occasional travel to meet customers and partners onsite.

Your Benefits

• A dynamic and growing cybersecurity company with a strong market presence.
• A competitive salary with a performance-based bonus structure.
• Career development opportunities in a fast-paced, international environment.
• Short decision-making paths and flat hierarchies, fostering an open and collaborative working environment.
• Flexible working hours and the option to work from home.
• Paid vacation and sick leave in accordance with local regulations and company policies.
• Permanent contracts - we’re in it for the long haul and hope you are too!
• Team events like Laser Tag, Office Movie Nights, Foodie Fridays and much more - let yourself be surprised!
• Referral Bonus: we pay 1500€ for each referral who is successfully hired by us!