[DAI522] - Senior Customer Success Manager

[DAI522] - Senior Customer Success Manager Madrid, Community of Madrid

[DAI522] - Senior Customer Success Manager
Madrid
Madrid, Community of Madrid, ES

We are the consulting division of Davies, accelerating business, technology and people performance across financial services including banking, asset and wealth management, insurance, and other highly regulated industries.
We are currently seeking a Senior Consultant who will initially work on a major client project with a FinTech business as their Senior Customer Success Manager. You will join our team on a permanent basis within our Banking & Markets practice in Madrid.

The opportunity:
The banking & markets practice draw on our specialist knowledge and extensive industry experience. From designing target operating models to creating risk-based management dashboards, we deliver transformative change for our clients.





This role is required to immediately deliver exciting projects for a major FinTech client in Madrid.

You will:

The Senior Customer Success Manager (CSM) will guide our client's customers through their post-sales journey, ensuring customer satisfaction, sustained engagement, and the cultivation of enduring relationships.
The ideal candidate will possess an in-depth understanding of our client's customers' business to enable them to get the most value out of our client's solutions and meet the end customers business goals. The CSM will excel in developing robust relationships with our client's customers, providing consultative solutions, and leveraging data-oriented insights to empower customers in extracting maximum value from our client's product.

Main responsibilities:

- Manage a portfolio of enterprise customers, driving value realization from solutions.
- Focus on client satisfaction, enhancing retention, renewals, and adoption rates.
- Oversee customer adoption, emphasizing enablement and increased product usage.




- Collaborate internally with cross-functional teams including Sales, Solution Consulting, Customer Operations, Support, Training and more, to provide best practices for extracting maximum value from products.
- Establish strategic relationships, manage customer health, and mitigate risks post-onboarding.
- Develop functional expertise in solutions to support day-to-day interactions.
- Conduct periodic strategic business reviews, aligning outcomes with solutions.
- Map customer businesses, ensure contract renewals, and identify new needs.
- Identify growth opportunities and leverage resources to drive customer success.
- Engage in strategic account planning with key stakeholders, acting as a renewals brand ambassador.




- Expand influence within accounts to drive engagement and reference ability.
- Provide overall customer lifecycle management, tracking improvements, conducting ad-hoc analyses, collaborating with cross-functional teams, ensuring customer satisfaction, and supporting timely payment of invoices

Requirements:

- 10+ years experience in customer success, customer relations or a related field.
- Experience in establishing relationships with senior stakeholders.
- Previous experience managing enterprise banking customers with/for tier1 global banks, specifically at the financial Crime or the Payment space.
- Strong verbal and written communication skills with the ability to convey complex ideas and present business value.
- Effective relationship-building and influencing abilities.
- Demonstrated analytical and problem-solving skills.




- Proven quantitative data analysis skills with business insight.
- Independent learner with adaptability.
- Ability to operate with minimal guidance and structure in a fast-paced, client-focused environment
- Self-motivated team player excelling in a dynamic environment.
- Strategic thinking and execution skills.
- Bachelor's degree or equivalent work experience.

About Us

What's important to you is what matters to us. .

We are straight-forward, adaptable and outcomes-focused. We build affinity, work with integrity and we always do what is right for our clients
Our core principles of Expertise, Leadership and Teamwork underline the Davies values of:

- We are connected
- We are dynamic
- We are innovated
- We succeed together

We live these values by. .





- Caring for the health and well-being of our colleagues
- Increasing diversity and inclusion within our workforce
- Encouraging and accommodating flexible and hybrid working arrangements
- Creating a culture centred on interesting, complex, and challenging work and celebrating success
- Enjoying a fun, friendly, supportive, and sociable team-based environment
- Supporting performance driven career progression and providing access to professional skills enhancement via internal learning programs
- Recognising and celebrating the individual contributions of our colleagues
- Championing autonomy and empowerment of all our colleagues

And if that wasn't enough. .

- Rewarding success and hard work!

We offer a competitive basic salary and annual bonus based on performance.

Benefits package includes:





- Private healthcare via Sanitas
- Lunch vouchers via Edenred
- Flexible remuneration plan
- Online discount platform
- Competitive employee referral program
- Generous annual leave plan

Inclusion and Diversity

Our Approach - At Davies we welcome different perspectives, support each other's ambitions, and grow together. We work to build an Inclusive Culture where everyone can succeed.
We value the differences and benefits that a diverse workforce brings to the business. We do not discriminate on the grounds of any differentiating factor and embrace the differences which make people unique.
Actioned through - Davies colleagues will deliver DEI though both local and global actions.



It is recognised that different geographies have different cultures, employment legislation and hold alternative views. At Davies, we are committed to building an Inclusive Culture through DEI, and we are respectful of opposing views held to the company's position.

Welcome to kitempleo. es

kitempleo. es asks for your consent to use your personal data to:

perm_identity

• perm_identity Personalised advertising and content, advertising and content measurement, audience research and services development

[DAI522] - Senior Customer Success Manager
Madrid
Madrid, Community of Madrid, ES

We are the consulting division of Davies, accelerating business, technology and people performance across financial services including banking, asset and wealth management, insurance, and other highly regulated industries.
We are currently seeking a Senior Consultant who will initially work on a major client project with a FinTech business as their Senior Customer Success Manager. You will join our team on a permanent basis within our Banking & Markets practice in Madrid.

The opportunity:
The banking & markets practice draw on our specialist knowledge and extensive industry experience. From designing target operating models to creating risk-based management dashboards, we deliver transformative change for our clients.





This role is required to immediately deliver exciting projects for a major FinTech client in Madrid.

You will:

The Senior Customer Success Manager (CSM) will guide our client's customers through their post-sales journey, ensuring customer satisfaction, sustained engagement, and the cultivation of enduring relationships.
The ideal candidate will possess an in-depth understanding of our client's customers' business to enable them to get the most value out of our client's solutions and meet the end customers business goals. The CSM will excel in developing robust relationships with our client's customers, providing consultative solutions, and leveraging data-oriented insights to empower customers in extracting maximum value from our client's product.

Main responsibilities:

- Manage a portfolio of enterprise customers, driving value realization from solutions.
- Focus on client satisfaction, enhancing retention, renewals, and adoption rates.
- Oversee customer adoption, emphasizing enablement and increased product usage.




- Collaborate internally with cross-functional teams including Sales, Solution Consulting, Customer Operations, Support, Training and more, to provide best practices for extracting maximum value from products.
- Establish strategic relationships, manage customer health, and mitigate risks post-onboarding.
- Develop functional expertise in solutions to support day-to-day interactions.
- Conduct periodic strategic business reviews, aligning outcomes with solutions.
- Map customer businesses, ensure contract renewals, and identify new needs.
- Identify growth opportunities and leverage resources to drive customer success.
- Engage in strategic account planning with key stakeholders, acting as a renewals brand ambassador.




- Expand influence within accounts to drive engagement and reference ability.
- Provide overall customer lifecycle management, tracking improvements, conducting ad-hoc analyses, collaborating with cross-functional teams, ensuring customer satisfaction, and supporting timely payment of invoices

Requirements:

- 10+ years experience in customer success, customer relations or a related field.
- Experience in establishing relationships with senior stakeholders.
- Previous experience managing enterprise banking customers with/for tier1 global banks, specifically at the financial Crime or the Payment space.
- Strong verbal and written communication skills with the ability to convey complex ideas and present business value.
- Effective relationship-building and influencing abilities.
- Demonstrated analytical and problem-solving skills.




- Proven quantitative data analysis skills with business insight.
- Independent learner with adaptability.
- Ability to operate with minimal guidance and structure in a fast-paced, client-focused environment
- Self-motivated team player excelling in a dynamic environment.
- Strategic thinking and execution skills.
- Bachelor's degree or equivalent work experience.

About Us

What's important to you is what matters to us. .

We are straight-forward, adaptable and outcomes-focused. We build affinity, work with integrity and we always do what is right for our clients
Our core principles of Expertise, Leadership and Teamwork underline the Davies values of:

- We are connected
- We are dynamic
- We are innovated
- We succeed together

We live these values by. .





- Caring for the health and well-being of our colleagues
- Increasing diversity and inclusion within our workforce
- Encouraging and accommodating flexible and hybrid working arrangements
- Creating a culture centred on interesting, complex, and challenging work and celebrating success
- Enjoying a fun, friendly, supportive, and sociable team-based environment
- Supporting performance driven career progression and providing access to professional skills enhancement via internal learning programs
- Recognising and celebrating the individual contributions of our colleagues
- Championing autonomy and empowerment of all our colleagues

And if that wasn't enough. .

- Rewarding success and hard work!

We offer a competitive basic salary and annual bonus based on performance.

Benefits package includes:





- Private healthcare via Sanitas
- Lunch vouchers via Edenred
- Flexible remuneration plan
- Online discount platform
- Competitive employee referral program
- Generous annual leave plan

Inclusion and Diversity

Our Approach - At Davies we welcome different perspectives, support each other's ambitions, and grow together. We work to build an Inclusive Culture where everyone can succeed.
We value the differences and benefits that a diverse workforce brings to the business. We do not discriminate on the grounds of any differentiating factor and embrace the differences which make people unique.
Actioned through - Davies colleagues will deliver DEI though both local and global actions.



It is recognised that different geographies have different cultures, employment legislation and hold alternative views. At Davies, we are committed to building an Inclusive Culture through DEI, and we are respectful of opposing views held to the company's position.

Welcome to kitempleo. es

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perm_identity

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Use profiles to select personalised content

Content presented to you on this service can be based on your content personalisation profiles, which can reflect your activity on this or other services (for instance, the forms you submit, content you look at), possible interests and personal aspects. This can for example be used to adapt the order in which content is shown to you, so that it is even easier for you to find (non-advertising) content that matches your interests.

Information regarding which advertising is presented to you and how you interact with it can be used to determine how well an advert has worked for you or other users and whether the goals of the advertising were reached. For instance, whether you saw an ad, whether you clicked on it, whether it led you to buy a product or visit a website, etc. This is very helpful to understand the relevance of advertising campaigns.

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