Senior Customer Success Manager
O
Orquest - Retail Smart PlanningB2B SaaS Retail
Madrid, Community of Madrid, SpainFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English (C1), French
- Experience
- 4+ years
- Required Skills
- Data AnalysisMicrosoft Power BIAnalytical SkillsMicrosoft ExcelCRMCustomer SuccessHubSpot
Requirements
- 4+ years as a Customer Success Manager, Account Manager, or similar role in B2B SaaS environments.
- Proven track record of driving software adoption, customer retention, and account growth.
- Strong analytical skills with experience building reports and translating data into decisions.
- Proficiency in Excel and Power BI.
- Excellent communication and storytelling skills with ability to influence C-level executives.
- Empathy-driven approach and problem-solving skills.
- Ability to manage a diverse portfolio of clients and prioritize effectively.
- Experience with CRM tools such as HubSpot or Vitally.
- Advanced English level (C1).
- French is a strong plus.
Responsibilities
- Own your client portfolio and be accountable for their health, adoption, and value delivery.
- Protect and increase revenue by providing valuable insights to customers through data, offering improvement recommendations.
- Run structured value sessions presenting KPI progress, identifying improvement opportunities, and recommending concrete actions.
- Monitor usage, actions, progress and customer health proactively; escalate and act before problems grow.
- Lead Strategic Business Reviews tied to each customer's objectives and drive renewal and upsell conversations.
- Coordinate internally with Sales, Product, Enablement, Implementation, and Support to unblock issues and relay customer feedback.
- Keep CRM and customer records accurate and up to date.
- Ensure tailored customer experience to meet business needs with Orquest.
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