Customer Success Manager - Italia

Loyal Guru; Barcelona; On-site; EUR 42,000 - 64,000; Full time

Benefits offered by this job

Flexible schedule

Reduced hours on Fridays

Birthday day off

25 days vacation

Training budget

Language classes

Wellness programs

Job summary

Loyal Guru is seeking an experienced Customer Success Manager (CSM) to lead a portfolio of key enterprise and mid-market clients across Europe. You will be the strategic partner, driving adoption, renewals, and growth by aligning the loyalty and data platform with clients' business goals.

In this mid-level role, you’ll manage onboarding, design CRM campaigns, provide data-driven recommendations, and conduct quarterly business reviews while optimizing time allocation and minimizing admin tasks to

Qualifications

• 5+ years in CS/AM/Consulting in SaaS B2B or Retail Tech.
• Native Spanish with fluent English and Italian.
• Strong ability to interpret data to guide client decisions.
• Commercial mindset with upsell/cross-sell focus.
• Excellent time management and organization.

Responsibilities

• Portfolio Management: autonomously manage a portfolio of enterprise/mid-market accounts.
• Onboarding & Adoption: guide new clients through onboarding and rapid value realization.
• Loyalty & CRM Campaign Strategy: plan and optimize CRM campaigns.
• Consulting & Data-Driven Recommendations: provide proactive, data-backed advice.
• Strategic Time Allocation: ~20 hours/month per key account for strategic work.
• Operational Efficiency: minimize admin tasks to maximize billable client time.
• Retention & Upsell: secure renewals and identify upsell opportunities.
• Voice of the Customer: gather feedback and inform Product/Sales teams.

Skills

SaaS B2B exp

Retail Tech

Spanish (Native)

English fluency

Italian fluency

Job description

About Us

At Loyal Guru, we help enterprise retailers, grocers, and financial institutions unlock the power of customer loyalty. Our SaaS platform empowers brands to increase repeat purchase revenue, reduce churn, and deliver personalized experiences that drive long-term growth. We are in a strong scale-up phase, rapidly expanding across Europe and Latin America, and we are looking for talented individuals to help us continue this journey.

About the Role

Hello! We're seeking an ICustomer Success Manager (CSM) to join our international team. This is a mid-level role where you will be the strategic, high-touch point of reference for our key Enterprise and Mid-Market clients across the European Retail and Grocery sector. Your mission is to move beyond mere retention and act as a true strategic partner, ensuring our clients maximize the value derived from our loyalty and data platform, driving their long-term success.

Your Responsibilities

• Portfolio Management: Autonomously manage a portfolio of Italian Enterprise/Mid-Market accounts, building and maintaining solid relationships with key stakeholders.

• Onboarding & Adoption: Guide new clients through the onboarding process, ensuring rapid platform adoption and achieving initial business goals (Time-to-Value).

• Loyalty & CRM Campaign Strategy: Strategize, manage, and optimize CRM campaigns focused on customer engagement and loyalty programs.

• Consulting & Data-Driven Recommendations: Analyze customer data and metrics to support clients with proactive, consultative recommendations for improving their activities and customer engagement.

• Strategic Time Allocation: Dedicate approximately 20 hours/month per key account for strategic consulting, Quarterly Business Reviews (QBRs), and campaign optimization.

• Operational Efficiency: Strictly manage your time allocation. You will be expected to minimize internal administrative tasks to stay within the assigned internal budget, maximizing the billable time dedicated to client growth.

• Retention & Upsell: Secure contract renewals and proactively identify Upsell and Cross-sell opportunities within your portfolio.

• Voice of the Customer: Gather valuable feedback from the Italian market and collaborate closely with the Product and Sales teams to constantly improve our offering.

What we're looking for in you

• Experience: +5 years of proven experience as a Customer Success Manager, Account Manager, or Consultant, preferably in SaaS B2B or the Retail Tech / MarTech space.

• Languages: Native Spanish (Must-have) and Fluent English and Italian.

• Analytical Skills: Strong ability to interpret data and metrics to guide client strategic decisions and optimization efforts.

• Commercial Mindset: Ability to spot and pursue growth opportunities (upsell/cross-sell) while maintaining a high-touch, consultative approach.

• Organization: Excellent time management and organizational skills to effectively balance internal administrative tasks with dedicated client success time.

Extra points to shine

Deep previous experience working directly with Retail, Grocery (GDO), or Banking clients.

What's the team like?

You’ll be part of a dynamic, international, and highly collaborative team. We are passionate about client success and value a proactive, consultative approach. Expect a high-energy work environment where ownership and strategic thinking are key. Here, you'll have the autonomy to manage your portfolio and a clear path for professional development in a rapidly growing company.

Perks of being a Loyal Guru

What makes working at Loyal Guru different?

Flexibility & Work-Life Balance

• Flexible schedule: Organize your day to work best for you.

• Reduced hours on Fridays: Enjoy long weekends and all of August with a condensed schedule.

• Day off on your birthday: Because celebrating is important!

• 25 days of vacation: Disconnecting is also part of the job.

Professional Growth

• Budget for training and language classes: Learn whatever inspires you and level up your career.

• Clear career path: Opportunity for professional advancement within the Customer Success or consulting track.

Real Wellness

• Access to Wellhub and BH Bienestar: Physical and emotional health in balance.

• 50% discount on health insurance (Sanitas).

• Yoga classes in the office.

Team Culture