Manager, Customer Success

Keywords Studios; Madrid; A distancia; EUR 70.000 - 100.000; Jornada completa

Descripción de la vacante

A global tech company in Madrid is looking for a Manager, Customer Success to lead the Onboarding and Customer Success Management teams. In this role, you will focus on building relationships with clients, improving customer journeys, and ensuring high levels of satisfaction through effective support. Ideal candidates will have extensive experience with enterprise customers and managing teams, with a strong understanding of SaaS products. This position offers a fully remote recruitment process and encourages applications from interested candidates.

Formación

• 8+ years' experience helping Enterprise and Mid-Market customers.
• Experience managing a global team of Customer Success Managers.
• Experience managing onboarding teams.

Responsabilidades

• Build strong executive and business user relationships.
• Collaborate with global CSM team and Operations teams.
• Own the customer journey from Onboarding.

Conocimientos

Customer success management

Team leadership

SaaS products experience

Relationship management

Project management

Educación

Master's degree or equivalent experience

Descripción del empleo

About Helpshift

Helpshift bridges the disconnect between conventional customer service channels—such as email and phone support—and a growing consumer base that does more on mobile phones with a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Activision, Brex, Coupons.com, Electronic Arts, Supercell, Tencent, Zynga and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on over two billion devices worldwide and serves more than 820 million active consumers monthly.

Role Summary

We are looking for a Manager, Customer Success to manage our Onboarding and CSM teams supporting our global client base as well as collaborate closely with many counterparts on the Customer support operations teams. In this role, you’ll have the opportunity to work with today’s leading B2C brands, as they begin their journey to provide the customer support experience driven by our AI & automation platform backed by human support in the areas that yield highest value for their customers. We are looking for self-starters, with a bias toward action that can clearly articulate their technical expertise and data-centric points of view drive our strategy and increase the value of our platform and services for our customers.

Responsibilities

• You will build strong executive and business user relationships with Helpshift’s customers
• You’ll have the opportunity to work with a global CSM team, Onboarding team and collaborate with the Operations teams that are also provide customer support to our clients using Helpshift
• You'll partner with Account Managers and Operations Managers on value creation to successfully renew and grow the customer.
• You will own the customer journey from Onboarding and identify areas of improvement to continuously improve our time to onboard, value delivered post onboarding to drive growth and increase retention and optimize client engagement
• You will work with the teams to establish critical goals, or other key performance indicators that aid them in achieving their goals, increasing renewals and reducing churn.
• You will be the Helpshift product expert representing Voice of the customer to shape our product vision and work closely with our Product and Engineering teams to drive product adoption
• You will advocate for customer needs cross-departmentally and manage issue escalation to the development team as needed.
• You will manage several projects and customers at one time, responding as needed to high priority client inquiries throughout the day, evening, and weekend when necessary.

Requirements

• You have 8+ years' experience helping Enterprise and Mid-Market customers reach their goals, while surpassing your teams’ measures of success in the process
• You have managed a team of Customer Success Managers globally
• You have managed a team responsible for Onboarding
• You adapt quickly and thrive in a fast-paced, growing, and deadline-driven environments where flexibility and teamwork are critical
• You’re able to navigate an Enterprise organization’s political landscape to develop and expand relationships at all levels while driving large-scale, highly visible, strategic initiatives for customers
• You have experience working on Saas products
• Bonus points for a master's degree or equivalent experience

Recruitment Journey

• You send us your application with your updated resume and application form.
• After reviewing your candidacy, we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists and Hiring Manager. It’s a perfect chance to exchange questions and get to know each other better. There might be also an additional stage interview.
• At the end of our journey - hopefully you will receive an offer!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

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