Customer Success Specialist

Orca; Madrid; Híbrido; EUR 35.000 - 50.000; Jornada completa

Descripción de la vacante

A leading navigation platform provider is seeking a Customer Success Specialist to enhance user experience and retention. The role involves onboarding, troubleshooting, and support, ensuring customers maximize their usage of the product. Candidates should have experience in customer success and strong communication skills. This position offers a hybrid work model in Madrid or Barcelona.

Servicios

Competitive compensation

Flexible work hours

Formación

• Experience in customer success or support.
• Ability to communicate effectively with users.
• Strong analytical skills to track customer satisfaction.

Responsabilidades

• Support customers from onboarding to expert usage.
• Troubleshoot customer issues and coordinate internally.
• Create knowledge base articles and tutorials.
• Track key metrics related to customer success.

Conocimientos

Customer engagement

Problem-solving

Communication

Descripción del empleo

Overview

Location : Madrid or Barcelona (Hybrid)

• Full-time
• Competitive compensation

Help Boaters Succeed on the Water

Orca is reinventing how people navigate the sea—building the next-generation navigation platform for recreational boating. Our product is already trusted by thousands of boaters, helping them sail smarter, safer, and more enjoyably.

We’re looking for a Customer Success Specialist to help users get the most out of Orca—from onboarding and daily use to becoming passionate advocates. You’ll be the bridge between our customers and our product, ensuring they succeed, stay engaged, and keep coming back for more. This is a high-ownership, user-facing role with direct impact on satisfaction, retention, and growth.

What You’ll Do

You’ll report directly to our Customer Success Manager and work closely with the product and engineering teams to amplify customer success.

Your success will be measured by customer satisfaction, feature adoption, retention, and efficiency in resolving issues.

In particular, you will :

• Guide users to success: Support boaters from their first steps with Orca to expert-level usage.
• Solve problems fast: Troubleshoot customer issues, coordinate with internal teams, and keep users informed.
• Amplify the voice of the customer: Surface insights and feedback that inform product and strategy.
• Build self-service resources: Create and maintain knowledge base articles, tutorials, and FAQs.
• Leverage smart tools: Use AI and automation to make support faster and more effective.
• Monitor and improve: Track key metrics like satisfaction scores, response times, and feature adoption.
• Engage and retain: Help customers unlock more value from Orca—reducing churn and driving renewals.
• Foster community: Support one of the most active boating communities in the world, encouraging peer-to-peer learning and engagement.

What You Bring

Customer Success Expertise

• Experience in customer success, support, or