Remote CSM Lead - Build the Retention Engine & Onboarding

ISpeedToLead Inc.; Madrid; Presencial; EUR 45.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Growth opportunities

Referral bonus

Descripción de la vacante

iSpeedToLead is seeking a Customer Success Manager in Madrid to own post-purchase relationships with buyers, building onboarding processes and health metrics. The role includes proactive retention work, escalation handling, and collaboration with sales, support, product, and analytics teams.

You will implement playbooks from scratch and design a health-score model while working a workload around 50 hours per week for the initial 6–9 months as the function is built.

Formación

• 2+ years in Customer Success, Account Management, or Retention in a high-volume env.
• Demonstrated ownership of a retention or repeat-purchase metric.
• Comfortable with data and basic SQL or BI tools.
• Experience building a zero-to-one process like onboarding or health-score model.
• Written and spoken English at C1 level, with US customer-facing experience.

Responsabilidades

• Onboarding and activation of buyers end to end, including onboarding calls and sequence design.
• Manage a book of high-value accounts with regular check-ins and health scoring.
• Serve as escalation point for buyer issues, coordinating with support, sales and engineering.
• Collect churn reasons and deliver weekly retention reports to product and leadership.
• Build CS playbooks and maintain accurate account histories; report retention metrics weekly.

Conocimientos

Customer Success

Account Management

Retention

SQL basics

English (C1)

Herramientas

Intercom

HubSpot

Descripción del empleo

iSpeedToLead is seeking a Customer Success Manager in Madrid to own post-purchase relationships with buyers, building onboarding processes and health metrics. The role includes proactive retention work, escalation handling, and collaboration with sales, support, product, and analytics teams.

You will implement playbooks from scratch and design a health-score model while working a workload around 50 hours per week for the initial 6–9 months as the function is built.