Customer Success Lead: SaaS Adoption & Growth

ESP007 RNM Spain SLU; Madrid; Hybrid; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Mental Health Days

Headspace app

Tuition reimbursement

Retirement savings

Job summary

Reuters Imagen seeks a Customer Success Manager to own a portfolio of accounts, acting as the primary contact and driving adoption, renewal, and expansion. You will collaborate with cross-functional teams to deliver platform value, guide deployments from kickoff to go-live, and build robust success plans that track goals and risks.

Ideal candidates bring 3–5 years in customer success or related roles, strong project management, and experience with SaaS tools.

Qualifications

• 3 to 5 years of experience in Customer Success, Account Management, or client-facing delivery in B2B SaaS or technology.
• Strong project management skills across concurrent deliveries.
• Technical aptitude to understand system configuration, API integrations, and cloud concepts.
• Proficiency with Salesforce, Azure DevOps or Jira, and Monday.com.
• Comfortable working remotely in a cross-timezone environment.
• Fluent professional English, written and verbal.
• Proven use of AI tools for research, communications, and workflow efficiency.

Responsibilities

• Serve as the named owner and primary point of contact for a portfolio of assigned accounts, covering customer success, delivery, project management, and day to day client communications.
• Build relationships with customer champions and administrators across diverse organizations.
• Lead or co-lead the account cadence appropriate to each client as part of a cross-functional account team.
• Own platform adoption and utilization, driving improvement through training, enablement, and proactive engagement.
• Develop and maintain a current success plan for each account, capturing client goals, adoption state, risks, and next actions.
• Own delivery execution on client implementations from kickoff through go-live and into ongoing operations, including upsell or expansion efforts.
• Define scope, goals, and deliverables using the Statement of Work, planning timelines, milestones and risks.
• Run kickoffs, user acceptance testing, training, and go-live support.
• Configure and explain platform setup including metadata schemas, workflows, access controls, and user administration.
• Collaborate with product and engineering to spot opportunities and pass expansion signals to relevant stakeholders.

Job description

Reuters Imagen seeks a Customer Success Manager to own a portfolio of accounts, acting as the primary contact and driving adoption, renewal, and expansion. You will collaborate with cross-functional teams to deliver platform value, guide deployments from kickoff to go-live, and build robust success plans that track goals and risks.

Ideal candidates bring 3–5 years in customer success or related roles, strong project management, and experience with SaaS tools.