Customer Success Executive

Darwin AI; Barcelona; Híbrido; EUR 45.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Language Classes

OpenAI Premium License

Paid Time Off 25 days

Hybrid Work Model

Descripción de la vacante

Darwin AI is seeking a Customer Success Executive in Barcelona to drive adoption and retention for our AI platform. You will be the main point of contact, building long-term relationships and guiding customers to maximize value.

Join a fast-paced SaaS environment, collaborating withProduct, Engineering, and Support teams to resolve issues and deliver proactive solutions. Hybrid work model with regular in-office days and remote work options.

Formación

• Experience in Customer Success or Account Management in SaaS/AI environments.
• Ability to analyze data and apply insights to success strategies.
• Familiarity with CRM tools like Planhat or equivalent.
• Knowledge of AI solutions and basic technical troubleshooting.

Responsabilidades

• Manage ongoing relationships with assigned customers, serving as primary contact for support, updates, and optimization of AI solutions.
• Conduct Monthly Business Reviews to analyze satisfaction, discuss AI performance, and identify improvements.
• Proactively follow up with clients to identify new use cases and communicate product updates.
• Monitor accounts to detect churn risk and collaborate with teams to improve engagement.
• Lead adoption workshops and training to increase client proficiency and deeper tool integration.
• Analyze customer feedback and usage data to identify trends and opportunities.
• Collaborate with Customer Support, Product and Engineering to resolve issues and feed product improvements.
• Maintain accurate records of interactions and progress in Planhat and other CRM tools.

Conocimientos

Customer Success

Account Management

Data Analysis

CRM Tools

Communication Skills

SaaS Experience

Herramientas

Planhat

Descripción del empleo

We are looking for a passionate and proactive individual to join our Customer Success team. A person who understands the importance of delivering exceptional client satisfaction and is driven by the potential of technology and AI. This role is perfect for someone who thrives in building long-term relationships with customers and enjoys leveraging data and AI tools to help clients maximize their success with our platform.

As a Customer Success Executive, You will play a critical role in helping our clients achieve their desired outcomes by driving adoption and preventing churn. You will be the key contact for our customers, providing ongoing support and proactive solutions to help them grow their business using Darwin AI.

In This Role, You Will

• Manage the ongoing relationship with assigned customers, serving as their primary point of contact for support, updates, and optimization of their AI solutions.
• Conduct Monthly Business Reviews (MBRs) to analyze customer satisfaction, discuss AI performance, and identify opportunities for improvement.
• Proactively follow up with clients to identify new use cases, communicate product updates, and ensure they are maximizing the value of our AI solutions.
• Actively monitor client accounts to detect signs of churn risk and collaborate with internal teams to develop strategies to improve engagement and retention.
• Conduct adoption workshops and training sessions to increase customer proficiency and encourage deeper integration of our tools.
• Analyze customer feedback and usage data to identify trends, insights, and areas of improvement.
• Work closely with Customer Support, Product and Engineering teams to elevate and resolve technical issues, and provide feedback that contributes to product improvements.
• Maintain accurate records of customer interactions and progress using Planhat and other CRM tools.

Requirements

• Proven experience in Customer Success, Account Management, or Customer Experience roles, preferably within SaaS or AI-driven environments.
• Ability to analyze data and apply insights to customer success strategies..
• Experience with customer relationship management tools such as Planhat, or similar.
• Knowledge of AI implementation and experience with technical troubleshooting is a plus.
• Strong communication skills, with the ability to to explain complex concepts clearly to non-technical stakeholders.
• Proactive and customer-centric mindset with a strong drive for client success.
• Team-oriented, adaptable, and comfortable working in fast-paced, evolving environments..
• A passion for technology, innovation, and artificial intelligence, with a drive to continuously learn and grow.

Benefits

• Language Classes: Access to language classes (English, Portuguese, Spanish) to enhance communication skills.
• OpenAI Premium License: Complimentary access to an OpenAI premium license for personal or professional use.
• Paid Time Off: Enjoy 25 days/year of paid vacations and holidays to recharge and maintain a healthy work-life balance.
• Hybrid Work: We meet 2 days/week in our offices, the rest of the time you can work remotely from wherever you like!