Remote Customer Success Manager | Growth & Retention Lead

iSpeedToLead; Madrid; Presencial; EUR 45.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Flexible hours

Referral bonus

Descripción de la vacante

iSpeedToLead, a real estate lead marketplace, seeks a dedicated Customer Success hire to own post-purchase relationships. You will onboard buyers, maintain high-value accounts, and build the CS function with playbooks, health scoring, and reporting.

The workload stabilizes as the function matures, with a planned 50-hour week in the initial months. You will collaborate with sales, support, product, and analytics, turning customer feedback into product improvements while measuring retention

Formación

• 2+ years in Customer Success or retention in a high-volume marketplace or SaaS.
• Ownership of a retention, churn, or repeat-purchase metric and ability to describe changes.
• Comfortable with data: SQL basics or BI fluency and ability to pull numbers.
• Experience building zero-to-one processes (onboarding flow, save/playbook or health-score).
• Written and spoken English at C1 level, customer-facing, at volume.
• Confident on the phone with US small-business customers.
• Practical use of AI tools (call summarisation, drafting, triage).
• Minimum 4 hours daily overlap with US Eastern Time.

Responsabilidades

• Own onboarding of new buyers end to end, from first purchase to first repeat purchase.
• Manage a book of high-value accounts with regular check-ins and proactive outreach.
• Act as escalation point for buyer complaints and coordinate with support/sales/engineering to resolve issues.
• Collect and quantify churn reasons; deliver weekly retention reports to product/leadership.
• Build CS playbooks: onboarding, save, win-back, escalation; maintain account records.
• Collaborate daily with sales on handoffs and with product/analytics on lifecycle experiments.

Conocimientos

Customer Success

Data analysis

English proficiency

AI-enabled workflows

US overlap

Herramientas

Intercom

HubSpot

Descripción del empleo

iSpeedToLead, a real estate lead marketplace, seeks a dedicated Customer Success hire to own post-purchase relationships. You will onboard buyers, maintain high-value accounts, and build the CS function with playbooks, health scoring, and reporting.

The workload stabilizes as the function matures, with a planned 50-hour week in the initial months. You will collaborate with sales, support, product, and analytics, turning customer feedback into product improvements while measuring retention