Senior Customer Sucess Manager - Madrid, España - Timup

Descripción

Our company, is revolutionizing the hospitality industry by automating the check-in process from booking confirmation to check-out. As one of the most exciting and fast-growing startups in Spain, they are on a mission to transform the guest experience and streamline operations for our clients.

About the Role:

They are seeking a highly motivated and experienced Senior Customer Success Manager to join their dynamic team. The ideal candidate will be responsible for managing client relationships, building strong connections within organizations, and driving customer satisfaction. He will be in charge of the CS team, providing guidance, mentorship, building and maintaining a KPIs system for this department. This role requires a strategic thinker with a proven track record in collaborating with key clients and upselling.

Responsibilities:

• Develop and maintain strong, long-lasting relationships with key clients in order to grow customers adoption of our solution and continuous improvement of customer experience
• Analyze client needs and provide tailored solutions to maximize customer satisfaction.
• Upsell additional services and products to existing clients.
• Collaborate with cross-functional teams to ensure successful feature launches.
• Conduct regular account reviews to identify opportunities for improvement.
• Travel to meet with important clients in person as needed.
• Manage a team of Customer Success Associates, providing mentorship, guidance, and support to ensure the team meets and exceeds performance goals.
• Develop and maintain a system for tracking and analyzing key metrics related to customer success, including but not limited to customer satisfaction scores, retention rates, and usage patterns.
• Utilize system metrics to identify areas for improvement in the customer journey and work cross-functionally to implement solutions that enhance overall customer satisfaction and retention.
• Stay updated on industry trends and best practices in customer success management, and incorporate learnings into 's customer success strategy.

Qualifications:

5+ years of experience in customer success or account management.

3+ years managing a CS team and owning department metrics.

Proven track record of successfully managing and growing client accounts.

Strong analytical skills and the ability to extract insights from customer data.

Excellent communication and interpersonal skills.

Ability to thrive in a fast-paced, startup environment.

Availability to travel and meet with clients in person.

What We Offer:

• Competitive salary and commission structure.
• Collaborative and dynamic work environment in a fast-growing startup.
• Opportunities for professional growth and development.
• 100% remote job.