.EmailSignaturit Group is a company that is revolutionizing the way people do business through secure digital transactions. With over 250000 customers in more than 40 countries, we provide electronic signature and digital identification solutions that allow users to sign over 78 million documents digitally.As a trusted third party, we are eIDAS certified and follow (to the letter!) European standards and the ANSSI General Security Regulation to offer all legal guarantees in terms of securing our customers' online transactions.We have offices in Madrid, Barcelona, Valencia, and Paris working together to help companies of any size and sector to optimize their administrative tasks related to document signing and digital communication.Context:As the Lead Customer Success Manager, you will play a critical role in defining the customer journey, driving customer satisfaction, and fostering long-term client relationships. You will be responsible for leading a talented team of Customer Success Managers (CSMs), steering strategy development, and overseeing key accounts. This role is strategic and hands-off in day-to-day operations, focusing on mentoring your team, optimizing processes, and aligning with our company's dynamic startup culture.Key Responsibilities:Lead and develop the Customer Success team, fostering a culture of excellence, collaboration, and continuous improvement to enhance customer satisfaction and retention.Strategize and oversee customer success initiatives, including risk mitigation, customer adoption, and account expansion, aligning with company objectives and customer needs.Analyze customer data to proactively guide team priorities, identify growth opportunities, and ensure the delivery of impactful customer outcomes.Facilitate high-level business reviews and strategy sessions, both internally and with key accounts, to maintain a clear vision of customer engagement and success.Collaborate with cross-functional teams to streamline customer experiences and champion the voice of the customer in product development and organizational processes.Plan and execute educational and engagement programs, such as webinars and events, to nurture client relationships and promote product utilization.What experience and skills do I need?Bachelor's degree in Business Administration, Communication, or a related field.4+ years of experience in customer success or account management, with at least 1 years in a leadership role within a technology company.Proven track record of managing and leading high-performing teams.Strong analytical skills with the ability to translate data into actionable insights.Excellent communication and presentation skills, with the ability to engage and influence stakeholders at all levels.A customer-first mindset with a passion for delivering exceptional service and value.Fluency in Spanish and B2/C1 English is a must; additional languages are a plus
