Customer Success Executive

BUSUP; Madrid; Hybrid; EUR 38,000 - 60,000; Full time

Benefits offered by this job

Flexible hours

Hybrid work

Meal vouchers

Transport vouchers

Health insurance

Leave on birthday

Feedback culture

Job summary

BusUp group is seeking an experienced Account Manager/Customer Success professional to nurture and grow client relationships while coordinating cross-functional operations. You will balance proactive account management with hands-on delivery to resolve requests on time, driving satisfaction across Europe and North America.

You will collaborate with internal teams, train users on dashboards, monitor CS metrics, and identify upsell opportunities while maintaining strong relationships with clients

Qualifications

• 2+ years of experience in account management, customer success, operations or consulting services.
• Excellent verbal and written communication, negotiation and conflict resolution skills.
• Strong organization, multitasking and attention to detail; comfortable with Jira, HubSpot and Power BI.
• Analytical mindset to turn data into actions; empathy and caring for people.
• Entrepreneurial spirit: proactive, adaptable and results-oriented, able to work in a demanding environment.
• Spanish and English proficiency; Portuguese is a plus.

Responsibilities

• Client relationship & account management: main voice for clients from onboarding, define goals and expectations.
• Ongoing relationship management: address issues, schedule regular syncs (weekly/monthly) and provide updates.
• Enablement & onboarding: train clients on dashboards and BI reports to drive adoption.
• Operational management: manage ticketing, CRM records, and ensure timely SLA-compliant resolutions.
• Analysis & reporting: track usage, rider volume, and prepare monthly client reports with dashboards.

Skills

Account management

Customer success

Operations

Consulting

Communication

Multitasking

Analytical mindset

Spanish

English

Tools

Jira

HubSpot

Power BI

Job description

BUSUP is a global corporate mobility company helping organizations rethink how their people get to work. Through a technology-driven, asset-light model, we combine data, AI-powered route optimization, operational expertise, and a trusted network of local transport operators to make employee commuting more efficient, flexible, and sustainable.

We partner with large companies across Europe, Latin America, and North America to design, manage, and continuously improve shared mobility solutions that reduce costs, lower emissions, and create a better commuting experience for employees. At BUSUP, we believe the future of corporate mobility is smarter, more connected, and built around people, helping companies move their teams with greater efficiency, visibility, and impact.

FUNCTIONS AND RESPONSIBILITIES

BUSUP

BUSUP is a global corporate mobility company helping organizations rethink how their people get to work. Through a technology-driven, asset-light model, we combine data, AI-powered route optimization, operational expertise, and a trusted network of local transport operators to make employee commuting more efficient, flexible, and sustainable.

We partner with large companies across Europe, Latin America, and North America to design, manage, and continuously improve shared mobility solutions that reduce costs, lower emissions, and create a better commuting experience for employees. At BUSUP, we believe the future of corporate mobility is smarter, more connected, and built around people, helping companies move their teams with greater efficiency, visibility, and impact.

Manages day-to-day relationships with assigned accounts, balancing client management with hands-on operational follow-up so that every request is resolved on time and each POC has an excellent relationship with BUSUP.

CORE RESPONSIBILITIES

1. Client relationship & account management

• Primary point of contact: serve as the main voice for clients right from onboarding, actively grasping their goals, needs, and expectations
• Day-to-day engagement: manage ongoing relationships, address issues promptly, and meet with clients on-site or via calls as required
• Regular client syncs: run weekly, bi-weekly, or monthly meetings, handling agendas, Power BI performance metrics, and post-meeting follow-ups
• Enablement & onboarding: train POCs on key digital platforms like dashboards and BI reports to drive digital adoption
• Health & satisfaction: track client sentiment with Global CS via NPS and periodic surveys, escalating operational risks to leadership
• Turnaround strategies: construct and execute targeted action plans with the CS Team Leader whenever satisfaction drops
• Growth: spot upselling opportunities and synergies among clients, transfer all the information to Sales and support the presentation to the client.

2. Operational management

• Ticketing & issue tracking: capture inbound requests, create Jira tickets, and review progress daily to ensure resolution within defined SLAs
• CRM maintenance: keep HubSpot records, account details, and status updates accurate and organized
• Cross-functional execution: align internal teams to ensure timely delivery, jumping in hands-on whenever required
• Passenger communications: coordinate and validate the communications sent to passengers.
• Field quality assurance: audit active routes against published schedules and join field trips to review operations in person

3. Analysis & reporting

• Performance tracking: evaluate active usage, rider volume, and vehicle capacity to uncover Optimization areas and suggest enhancements
• Client reporting: deliver monthly summaries and distribute Power BI dashboards to key external stakeholders
• Account visibility: report overall account status and updates to internal executives and global team members
• Operational proposals: gather relevant data to build route optimization plans and feasibility studies for Market Ops

WHAT YOU BRING

• More than 2 years of experience in account management, customer success, operations and/or consulting services.
• Excellent verbal and written communication, negotiation and conflict resolution skills.
• Strong organization, multitasking and attention to detail; comfortable with tools such as Jira, HubSpot and Power BI.
• Analytical mindset to turn data into actions; empathy and caring for people.
• Entrepreneurial spirit: proactive, adaptable and results-oriented, able to work in a demanding environment.
• Spanish and English at a proficiency level (Portuguese is a plus).

BUSUP BENEFITS

• Flexible working hours
• Hybrid work (up to 2 days per week is the current remote working policy)
• Option of Flexible Remuneration (restaurant vouchers, transport vouchers, health insurance) and Meal Assistance
• Culture of autonomy, responsibility, and continuous feedback
• Annual Leave: 23 working days + half-day of your birthday
• Values & purpose oriented

If you believe you match these values, we look forward to meeting you!