Customer Success Specialist

Permut; Barcelona; On-site; EUR 42,000 - 54,000; Full time

Job summary

Permut is hiring a Customer Success Specialist to drive measurable results for our ecommerce and AI-driven customer experiences. You will own the customer journey from onboarding through adoption, renewal and expansion, collaborating with key accounts to turn AI agents into an essential part of how they serve and engage their customers.

You will build relationships, resolve issues, and work with product and engineering to scale our success across brands.

Qualifications

• Built or led a Customer Success or account management team in a B2B SaaS company.
• Track record of retaining and growing accounts with renewals and expansion.
• Comfortable managing key customer relationships personally while coaching others.
• Able to interpret product usage and data to tell a credible ROI story.
• Understand how to help customers adopt new technology and adapt workflows.
• Able to discuss integrations, automation and AI with business users and engineers.
• Bring structure to a fast-moving environment and prioritize across customers.
• Fluent in English and Spanish, with strong communication in difficult conversations.

Responsibilities

• Own retention, growth, renewals and expansion; collaborate with Sales on opportunities.
• Lead onboarding to live agents with defined responsibilities and success metrics.
• Link agent performance to business priorities to drive ROI (resolution rates, costs, satisfaction).
• Review conversations and usage data to identify gaps and improve knowledge, workflows, configurations.
• Hire, coach and grow Customer Success Managers; set clear ownership and communication standards.
• Build trusted relationships with founders and leaders across departments; run business reviews.
• Own customer escalations and coordinate cross-functional resolution; proact effectively.
• Provide structured feedback to Product and Engineering on recurring problems and opportunities.

Skills

CS leadership

Account management

Renewals

ROI storytelling

English & Spanish

Job description

Permut is the leading conversational AI platform for brands to build, optimize and scale AI agents across every customer channel.

Our agents connect to a brand’s systems to understand customer needs, resolve requests and take action throughout the shopping journey, from product discovery to post-purchase support.

+100 amazing brands chose Permut in our first year. Our ambition is to become the platform that powers how brands serve, engage and sell through AI.

We’re looking for people who move fast, take ownership and care about results.

About the role

About Permut

Permut is the leading conversational AI platform for brands to build, optimize and scale AI agents across every customer channel.

Our agents connect to a brand’s systems to understand customer needs, resolve requests and take action throughout the shopping journey, from product discovery to post-purchase support.

+100 amazing brands chose Permut in our first year. Our ambition is to become the platform that powers how brands serve, engage and sell through AI.

We’re looking for people who move fast, take ownership and care about results.

About the role

We’re looking for a Customer Success Specialist to help our customers achieve measurable results with Permut and build the team that makes that happen consistently.

You’ll own the customer journey from onboarding through adoption, renewal and expansion. You’ll work directly with key accounts, understand their business priorities and help them turn AI agents into an essential part of how they serve and engage their customers.

You’ll build relationships, solve problems and improve agent performance alongside customers while developing the processes and team needed to scale.

What you’ll do

• Own retention and growth. Be accountable for customer retention, net revenue retention and account health. Work with Sales on renewals and opportunities to expand into new channels, markets and use cases.
• Accelerate time to value. Build an onboarding approach that takes customers from signed agreement to live agents and clear initial results, with defined responsibilities and success measures.
• Drive measurable ROI. Help customers connect agent performance to their business priorities, including resolution rates, support costs, customer satisfaction, conversion and qualified sales opportunities.
• Continuously improve customer outcomes. Review conversations, agent behaviour and usage data to identify gaps. Help customers improve their knowledge, workflows and configurations.
• Lead and grow the team. Hire, coach and develop Customer Success Managers. Establish clear expectations for account ownership, prioritization and customer communication.
• Build trusted relationships. Work with founders and leaders across customer experience, ecommerce and operations. Run business reviews that demonstrate progress and establish the next priorities.
• Own customer escalations. Coordinate the right people, communicate clearly and follow issues through to resolution. Identify risks early and act before they affect the relationship.
• Shape the product. Bring structured customer feedback to Product and Engineering, highlighting recurring problems and opportunities with the greatest customer impact.

What you bring

• You’ve built or led a Customer Success or account management team at a B2B SaaS company.
• You have a track record of retaining and growing accounts, with clear ownership of renewals, expansion and customer outcomes.
• You’re comfortable managing important customer relationships personally while coaching others to do the same.
• You can interpret product usage and performance data, identify account risks and build a credible ROI story.
• You understand how to help customers adopt new technology and change established workflows.
• You’re technically curious and comfortable discussing integrations, automation and AI behaviour with both business users and engineering teams.
• You bring structure to a fast-moving environment and know how to prioritize across customers with competing needs.
• You communicate clearly in English and Spanish, including during difficult conversations.

Experience in ecommerce, retail technology, customer experience or AI products is a strong plus.

What you get

• Ownership of a function central to Permut’s growth.
• The opportunity to build a team and shape how we work with customers.
• Close collaboration with the founders and a meaningful voice in product priorities.
• Direct exposure to ambitious brands transforming their customer experience with AI.
• The tools, resources and autonomy to do your best work.