Senior AI Customer Success Manager

Shakers; España; A distancia; EUR 80.000 - 110.000; Jornada completa

Descripción de la vacante

Shakers is seeking a Senior AI Customer Success Manager to own high-impact enterprise programs across AI Agents in Iberia. This freelance, remote-first role is based in Madrid, with on-site client time when needed, and involves guiding C-level stakeholders through API integrations, data flows and ROI measurements.

You will work closely with AI Engineers and product teams to shape deployments, drive adoption and build compelling business cases for large clients in finance, insurance and retail.

Formación

• 6+ years in Customer Success or similar client-facing role with large enterprises.
• Strong technical understanding of APIs, integrations, data flows and cloud environments.
• Experience with AI Agents or LLM-based systems in production is a plus.
• Proven ownership of complex, multi-stakeholder programs with governance.
• Spanish native and fluent English (C1+).
• Based in Madrid with on-site client time when needed.

Responsabilidades

• Own clients’ AI Agent programs end to end from scope to go-live and optimization.
• Be main contact for senior stakeholders up to C-level.
• Run workshops to map processes and journeys.
• Translate business needs into functional requirements and acceptance criteria.
• Collaborate with AI Engineers on design and integrations with client systems.
• Discuss integration and security choices with clients' IT teams.
• Drive adoption, track KPIs and ROI and business case.
• Identify expansion opportunities to new use cases and channels.

Conocimientos

Customer Success

Enterprise clients

APIs & integrations

Data flows

Cloud environments

Stakeholder management

Spanish (Native)

English (C1+)

Descripción del empleo

At Shakers we’re partnering with a fast-growing European conversational AI scale-up, recently backed by a €10M investment, to bring on a Senior AI Customer Success Manager who combines enterprise client ownership with real technical depth. This is a freelance project, remote-first in Madrid, full time, owning how large Spanish enterprises get value from their AI Agents.

Agents.

The challenge

The company builds next-generation AI Agents across voice, chat and messaging for finance, insurance, utilities and retail, handling millions of conversations a year and integrating with contact center platforms and enterprise systems. They’re now scaling their Spanish team to deliver new enterprise programs in Iberia, working side by side with the Chief AI Officer and the AI Engineers.

We’re looking for someone who can run a complex program with C-level stakeholders and still talk APIs, data flows and integration choices with IT as a peer. You won’t write the code, but you’ll shape what gets built.

Responsibilities

Own clients’ AI Agent programs end to end, from scoping and planning to go-live and continuous optimization

Be the main point of contact and trusted advisor for senior stakeholders, up to C-level

Run workshops with business and IT teams to map processes and customer journeys

Turn business needs into functional requirements, flows and acceptance criteria

Work with the AI Engineers on agent design and integrations with clients’ systems

Discuss integration, security and architecture choices with clients’ IT teams and system integrators

Drive adoption, track KPIs and support ROI measurement and the business case

Spot opportunities to extend solutions to new use cases, channels and business units

Bring structured client feedback back to Product and Engineering

Requirements

6+ years in Customer Success, technical consulting, solution architecture or similar client-facing roles with large enterprises

Strong technical understanding of APIs, integrations, data flows and cloud environments

Good understanding of how AI Agents and LLM-based systems work in production

Solid functional analysis skills

Proven ownership of complex, multi-stakeholder programs with formal governance

Confident stakeholder management with senior and C-level profiles

Commercial mindset and ability to build a business case with clients

Native Spanish and fluent English (C1+)

Based in Madrid and available for on-site client time when needed

Nice to have

Experience with conversational AI, chatbots or voice assistants, ideally in contact center (CCaaS) environments

Background in regulated industries: Energy & Utilities, Financial Services, Insurance or Telco

Background as a software developer or solution architect

Experience at a technology consulting firm or system integrator

Hands-on use of agentic AI tools such as Claude Code, or Italian

Why this project?

Remote-first, with Madrid presence for client meetings and team days

Real ownership of flagship enterprise AI programs in a new market

Direct work with the Chief AI Officer and a top AI engineering team

Room to grow into a leadership role as the Spanish team scales

Long-term freelance collaboration, with a first assignment through March 2027 and renewal intended

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