Strategic Travel Tech Customer Success Leader

HBX Group; España; On-site; EUR 40,000 - 70,000; Full time

Job summary

HBX Group's Civitfun unit is seeking a proactive Customer Success Specialist to manage a portfolio of strategic clients, including enterprise and high-value accounts. You will build strong relationships, drive product adoption, and maximize retention and revenue growth.

You will work as a trusted advisor, ensuring customers achieve maximum value from Civitfun’s solutions, collaborating with Product, Sales and Support to identify growth opportunities, and acting as an escalation point when needed.

Qualifications

• 3+ years in Customer Success, Account Management, or related role.
• Experience managing enterprise or high-value accounts and driving retention.

Responsibilities

• Manage and nurture a portfolio of strategic and high-value customer accounts.
• Build trusted relationships with key stakeholders to drive loyalty, retention, and long-term success.
• Lead onboarding, implementation, and adoption activities to ensure a seamless customer experience.
• Proactively identify risks, address concerns, and implement retention strategies to minimize churn.
• Provide timely resolution of customer issues and act as escalation point when necessary.
• Monitor engagement and usage trends to deliver data-driven recommendations and best practices.
• Identify expansion, cross-sell, and upsell opportunities aligned with customer goals.
• Collaborate with Product, Sales, and other teams to improve solutions and outcomes.
• Drive improvements in customer satisfaction metrics, including NPS and retention rates.
• Maintain accurate account documentation, health reports, and success plans.
• Support team continuity by sharing knowledge and documenting processes.

Skills

Relationship building

Account management

SaaS experience

Onboarding & adoption

Upsell & cross-sell

Data analysis

Stakeholder management

Negotiation

Communication

CRM systems

Team leadership backup

Tools

CRM software

Job description

HBX Group's Civitfun unit is seeking a proactive Customer Success Specialist to manage a portfolio of strategic clients, including enterprise and high-value accounts. You will build strong relationships, drive product adoption, and maximize retention and revenue growth.

You will work as a trusted advisor, ensuring customers achieve maximum value from Civitfun’s solutions, collaborating with Product, Sales and Support to identify growth opportunities, and acting as an escalation point when needed.