Customer Success Manager - US

Marfeel group; Valladolid; A distancia; EUR 45.000 - 60.000; Jornada completa

Descripción de la vacante

A leading SaaS company is seeking a Customer Success Manager to oversee customer relationships, from onboarding to renewal. The ideal candidate will have at least 5 years of experience in the publishing/media industry and a strong data-driven approach. This fully remote position offers competitive benefits including health insurance, support for home office setup, and flexible hours.

Servicios

Health insurance

401k

Support for home office setup

Free online language classes

Flexible hours

Access to training platforms

Referral bonus

Formación

• At least 5 years of experience in the Publishing / Media industry.
• Solution-oriented and proactive approach to business issues.
• Ability to collaborate effectively with cross-functional teams.

Responsabilidades

• Manage the customer lifecycle from onboarding to renewals and upsell.
• Nurture relationships with key stakeholders.
• Conduct regular check-ins to ensure effective tool usage.

Conocimientos

Data-driven mindset

Fluency in English

Excellent communication skills

Curious and eager to learn

Outstanding organizational skills

Team player

Herramientas

Publishing analytics tools

HTML5

CSS

Descripción del empleo

Marfeel is a SaaS platform that provides key analytics solutions for publishers, bringing the data-driven revolution to newsrooms everywhere. Our tool provides our customers with the data they need in real time, giving them the edge to make informed decisions and drive their audience growth and engagement.

Our international team is made up of over 25 different nationalities. With headquarters in Barcelona and international teams, our amazing people and our diversity are the reasons behind our world-class products, and we’re still innovating.

The Role :

The Customer Success philosophy is core to Marfeel’s value and is transversally present in everything that we do. From requirements gathering to product development and prioritization, we take our customer’s input as a key success factor.

As a Customer Success Manager at Marfeel, you will own the full lifecycle of our customers. From onboarding to renewals and upsell, you will be empowered to drive your portfolio toward success, advocacy, and expansion. Your main responsibility will be to help our customers reach their expected outcomes by leveraging all the power that our products deliver as well as identifying opportunities for new product developments.

In addition to daily operational tasks, we encourage our CSMs to proactively engage in process improvements and new ideas to enhance the quality of life for our customers and our team.

This is what you will do :

1. Have complete control of each account — you will be the person who knows the most about your customers within Marfeel.
2. Manage a portfolio of around 40 customers with a High and Mid Touch approach.
3. Be a champion of our product. Understand both the business application and technical aspects of the tool to provide accurate answers to customers and internal teams.
4. Be responsible for onboarding, customer advocacy, expansion, retention, and renewal, handling the full lifecycle with the final say on customer decisions.
5. Nurture close relationships with key stakeholders, from operations to C-Level, sharing industry knowledge and best practices.
6. Understand clients' business needs and objectives, providing recommendations on how our tool can support them.
7. Conduct regular check-ins to ensure effective use of our tool, providing training or guidance as needed.
8. Monitor engagement and usage to identify growth opportunities.
9. Lead and manage multiple projects internally and with customers.
10. Create and deliver compelling presentations for operational and executive audiences.
11. Gather and communicate customer requirements and feedback clearly and actionable.
12. Transform customers into advocates and champions.
13. Contribute to continuous improvement of customer experience and internal processes by leading projects for change.

This is you :

• At least 5 years of experience in the Publishing / Media industry, in roles like audience development, SEO, or similar.
• Data-driven mindset with a focus on analytics and insights.
• Fluency in English; additional languages are highly valued.
• Excellent communication skills, active listening, and clear messaging.
• Curious, eager to learn and apply new concepts daily.
• Outstanding organizational skills, capable of managing multiple projects simultaneously.
• Ability to collaborate effectively with product, tech, sales, and marketing teams.
• Solution-oriented, with a proactive approach to business issues and prioritization.
• Team player, willing to share knowledge and support others.
• Additional preferred skills include knowledge of SEO, publishing analytics tools, SaaS customer-facing experience, additional languages, and familiarity with HTML5 and CSS.

As part of the Marfeel team :

• Fully remote position.
• Competitive benefits including health insurance and 401k.
• Support for your home office setup.
• Free online language classes.
• Flexible hours and early Fridays.
• Access to training platforms and courses.
• Referral bonus for talent you bring.

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