Customer Success Specialist (Europe)

Webcargo; Barcelona; Presencial; EUR 45.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

ESOP packages

Team-building events

Friendly, get ship done environment

Descripción de la vacante

Webcargo is seeking a proactive Customer Success Specialist to own the post-onboarding lifecycle for enterprise accounts across Europe. You will champion user adoption, platform value realization, and cross-functional coordination to ensure forwarder and shipper clients fully leverage the Freightos platform.

You will monitor account health, drive expansion across new workflows, and lead trainings post-go-live. Strong English, B2B SaaS experience, and knowledge of logistics are essential.

Formación

• 2+ years in Customer Success or related role.
• Experience managing enterprise or strategic customers.
• Ability to work cross-functionally with Sales, Product and Operations.
• Identify churn risks and adoption gaps early.
• Strong English communication.
• Experience with multiple time zones.
• Understanding of APIs/integrations at business level.
• Experience in freight/logistics SaaS domain.

Responsabilidades

• Own post-onboarding lifecycle for regional accounts.
• Monitor account health and identify low-usage trends and churn risks.
• Identify expansion opportunities across new workflows and teams.
• Lead post-onboarding trainings and best-practice workshops.
• Coordinate with Sales/Account Management on client health, risks, and growth signals.
• Provide regular updates on customer requests and escalations.
• Translate customer insights into structured feedback for Product/Operations.
• Support adoption and customer experience without taking on commercial ownership.

Conocimientos

Customer Success

Account Management

Cross-functional Collaboration

Onboarding & Enablement

Churn Risk Identification

Product Knowledge

B2B SaaS

Logistics domain

Herramientas

Salesforce

Zoho

Jira

Confluence

Knowledge base

Descripción del empleo

• We are looking for a proactive, impact-driven Customer Success Specialist to own the post-onboarding lifecycle for enterprise accounts in the european region
• In this role, you will be the ultimate champion for user adoption, platform value realization, and cross-functional coordination
• You will bridge the gap between commercial strategy and day-to-day execution, ensuring our forwarder and shipper clients fully leverage the power of the Freightos platform
• If you excel at turning technical escalations into seamless customer experiences, driving user engagement, and protecting revenue streams through deep product expertise, we want to hear from you
• Own the post-go-live lifecycle for designated regional accounts to maximize user adoption and platform value
• Proactively monitor account health to identify low-usage trends, friction points, and churn risks early
• Identify expansion opportunities by helping customers scale usage across new workflows and internal teams
• Partner with Sales / Account Management by providing regular updates on client health, risks, and growth signals
• Lead post-onboarding training sessions, advanced product refreshers, and best-practice workshops for clients
• Ensure a smooth transition for customers moving from initial onboarding into long-term customer success
• Support scalable education by contributing to user documentation, training guides, and self-service content
• Act as the primary customer point of contact for complex, high-priority, or post-go-live technical issues
• Coordinate cross-functionally with Operations, Product, Engineering, PMO to build clear resolution paths
• Provide customers with clear and timely updates throughout the lifecycle of key customer requests and critical escalations
• Absorb non-commercial operational tasks to free up Sales and Account Management teams for revenue-generating activities
• Maintain clear boundaries by supporting adoption and customer experience without taking on commercial quota or contract ownership
• Translate customer insights and product feature gaps into structured feedback for the Product and Operations teams

Benefits

• Build something that changes the world
• Friendly, get ship done environment
• Work alongside outstanding talents
• Team building events (that don’t suck)
• ESOP packages

Requirements

• Strong documentation and process mindset
• Comfortable creating structure in a fast moving environment where ownership is not always clearly defined
• 2+ years of experience in Customer Success, Customer Experience, Account Management, Solution Consulting, Implementation, or high impact customer facing role
• Experience managing enterprise, mid-market, or strategic customers
• Ability to work cross-functionally with Sales, Account Management, Product and Operations
• Ability to identify churn risks, adoption gaps, and customer experience issues early
• Strong understanding of the post-golive customer lifecycle, including adoption, enablement, customer health, retention, and value realization
• Strong communication, stakeholder management, and problem solving skills
• Experience working with customers across multiple time zones
• Strong verbal and written English communication skills.
• Other languages, such as German or French are a plus
• Strong experience working with B2B SaaS, logistics technology, freight forwarding, marketplaces, or supply chain solutions
• Ability to understand technical topics such as APIs, integrations, platform configurations, or customer workflows at a business level
• Experience with Salesforce, Zoho, Jira, Confluence, support tools, or knowledge base systems
• Experience in freight forwarding, logistics, air freight, ocean freight, procurement, rate management, or digital freight platforms