Customer Success Manager

Momentum Global; Barcelona; Híbrido; EUR 42.000 - 64.000; Jornada completa

Descripción de la vacante

Momentum Global is seeking a Customer Success Manager in Barcelona to join a high-performing, customer-centric team. The role focuses on proactive health monitoring, nurturing relationships with hospitality clients, and stabilizing at‑risk accounts across multi-site portfolios.

You’ll collaborate with Support, Product, and Operations to deliver continuous value and lift customer satisfaction. Hybrid work in Barcelona, English + European language fluency preferred.

Formación

• 2–4 years of experience in Customer Success, Account Management, or Client Retention within a SaaS or Tech environment.
• Deep empathy, active listening, and a hospitality-first mindset when managing sensitive client relationships.
• Proven experience in B2B customer relations, preferably in hospitality, retail, or reservation/payment platforms.
• Strong organizational skills and the ability to proactively manage a portfolio of multi-site or independent accounts.
• Fluency in relevant European languages (NL, DE, FR, ES).

Responsabilidades

• Proactive Account Health Monitoring: Conduct regular check-ins via phone and video calls to evaluate software usage, satisfaction, and churn indicators.
• Relationship Management & Trust: Build warm relationships with restaurant owners, GMs, and staff as the primary contact across the product suite.
• Risk Mitigation & Issue Resolution: Rapidly address customer concerns or friction points to stabilize high-risk accounts.
• Continuous Value Delivery: Use account data and feedback to offer tailored advice and best practices for each customer.
• Feedback Loop & Collaboration: Gather client insights and work with Support, Product, and Operations to improve the client experience.
• Satisfaction Tracking: Monitor NPS, CSAT, and engagement metrics to guide targeted outreach.

Conocimientos

Customer Success

Account Management

B2B relationships

Multilingual communication

Descripción del empleo

Language Requirements – English speaking and at least one of the following (Dutch/German/French/Spanish)

As part of our expansion across Europe, we're looking for a Customer Success Manager to join our high performing, customer centric teams. If you're excited by SaaS, innovation, and the opportunity to make real impact in a scaling international environment, this could be your next move.

Key Responsibilities

• Proactive Account Health Monitoring: Conduct regular, structured check-ins via phone and video calls to evaluate software usage patterns, track client satisfaction, and identify early churn indicators.
• Relationship Management & Trust: Build warm, lasting relationships with restaurant owners, general managers, and staff to serve as their trusted point of contact and primary advocate across the product suite.
• Risk Mitigation & Issue Resolution: Rapidly address customer concerns, technical friction points, or changes to stabilize high-risk accounts before churn occurs.
• Continuous Value Delivery: Leverage account data and client feedback to offer tailored advice, feature coaching, and best practices that align with each customers' unique operational needs.
• Feedback Loop & Collaboration: Gather qualitative client insights and collaborate directly with Support, Product, and Operations teams to continuously elevate the client experience.
• Satisfaction Tracking: Monitor NPS, CSAT, and engagement metrics to design targeted outreach strategies for at-risk accounts.

What we're looking for

• 2–4 years of experience in Customer Success, Account Management, or Client Retention within a SaaS or Tech environment.
• Deep empathy, active listening, and a hospitality-first mindset when managing sensitive or evolving client relationships.
• Proven experience in B2B customer relations, preferably in hospitality, retail, or reservation/payment platforms.
• Strong organizational skills and the ability to proactively manage a portfolio of multi-site or independent accounts.
• Seamless collaborative skills to work effectively alongside Support, Product, and Operations teams.
• Fluency in relevant European languages (NL, DE, FR, ES).

Plus strong English for internal collaboration
(Language fluency is essential as you'll be working directly with customers in your market.)

You'll thrive here if you

• Enjoy working with customers and solving real-world problems
• Are confident communicating across cultures and languages
• Like working in a fast-paced, evolving environment
• Take ownership and care about delivering excellent experiences
• Are curious, adaptable, and always looking to improve

Why join?

• Be part of a growing international team
• Work in a collaborative, supportive environment
• Gain exposure to multiple markets and cultures
• Opportunities for development and progression
• Hybrid working in Barcelona