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    Customer Success Director - Madrid, España - Twenix Platform S.L

    Twenix Platform S.L
    Twenix Platform S.L Madrid, España

    hace 5 días

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    Descripción
    A little about Twenix Who we are'Life is not listen and repeat'.

    We're tired of having traditional language programs that are not useful to have a real conversation in your professional day-to-day.

    We're a VC-backed B2B edtech that's helping +900 corporate clients gain confidence to speak English and improve communication daily.

    Some of our metrics+200% growth YoYRevenue in 2020: 300k €

    Revenue in 2023: 7,2M €

    Revenue retention:
    +120% revenue retention
    8 CSMs (7 Spain, 1 Italy)
    Role Management ?Leading the global Customer Success department by establishing clear objectives, customer metrics, and other relevant metrics to understand the performance of the entire department
    Working with RevOps to determine and execute the customer lifecycle (pre-onboarding, onboarding, adoption, usage, value, renewal, loyalty, churn) in order to help logo retention and revenue retention based on the type of client
    Reviewing, adjusting, and overseeing all CS processes: onboarding, training, message, touchpoints, service, upsell/cross-sell, renewals, churns
    Measuring, reporting and analyzing other's reports on the effectiveness of the Customer Success initiatives
    Implementing a customer-first approach through the company and different stakeholders to make visible to relevance and value of customer success
    Help Marketing identify and profile the different buyer's people based on the size of the company and collaborate in the marketing strategy related to the renewal of clients
    Understand client needs and industry trends to identify opportunities for upselling, cross-selling, and product enhancements.
    Team Management Evolving the compensation plans for the entire CS team, encouraging to achieve their business goals, and the logo and revenue retention
    Cross-functional team management with other departments (product, finance, revops, new business, marketing, data) aiming to improve key internal processes regarding clients
    Coaching, mentoring, guidance, and support to team members of the department, helping them develop themselves to achieve the business goals
    Helping CS Team Lead to recruiting, attracting, and onboarding new CS team members to make a successful onboarding experience (less than 3 months)
    Defining the CS team structure based on roles (renewals, service, customer success, account managers...)
    Establishing clear performance expectations and goals for the CS team, regularly reviewing their performance, and providing feedback to drive continuous improvement
    Revenue Designing and developing the CS business plan for next years based on logo retention and revenue retention
    Leading, designing, and implementing revenue strategies to expand (upsell, cross-sell) and recover clients across different countries
    Must have Experienced working with startups

    • 7 years of experience in the CS department
    Advanced English level
    High organizational and data-driven skills
    High knowledge of tools (Hubspot)
    High team management and communication skills
    Nice to have Spanish fluency
    Experienced in the language learning industry
    Experienced selling to HR
    PerksHybrid position to work from Madrid or 100% remote in Europe
    Excellent work environment, based on commitment and teamwork
    Unlimited English training with our Twenix methodology :)
    Flexible compensation with Cobee (food, transportation, and training)
    Well- being plan
    Birthday day off

    Our values People:

    We believe that people are at the core of all growth, so we always strive to apply a policy of trust, humility, integrity, and freedom with every team member.


    Ambition:
    Both personally and professionally.

    Data & Customer Centric Driven:
    Everything we do is based on how to grow a customer and always, hand in hand with data.

    Continuous learning:
    We like to break things, learn, and implement them again. We love to learn constantly.

    Twenix has officesin Almería and Madrid and is ranked among one of the 35 most promising startups in Spain.

    We have over 80 professionals eager to break the language barrier in companies, where large investment funds like JME, Inveready, Brighteye, or Sabadell VC are accompanying us on this journey.

    Are you ready to join the Twenix rocket and take off together?


    To promote equality, we have implemented the following measure in our company:Candidates from under-represented genders will be considered for promotion to any vacant position based on equal opportunity principles.

    #J-18808-Ljbffr
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