.**Transform the communications world**We're proud (and excited!) to be transforming the global communications landscape through our Omnichannel Platform-as-a-Service (CPaaS)- What's my job title? Customer Success Manager- Where in the world? We work on a hybrid plan (Remote & Madrid)- Working hours? For this role, you will operate within the Central European Time- What languages(s) will I speak? Native Spanish & fluency in English (any other European language will be a plus)**The role**A Customer Success Representative is vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service and continue to purchase additional communications channels that may fit their needs.As such, we need a manager to own driving success for our customers.This role includes responsibilities for Customer Success activities (build relationships with customers, on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.G., up-sell, cross-sell, etc.). You will act as a trusted business partner to understand their unique company challenges and goals, and provide them with timely value propositions, helping them adopt our service and achieve goals.We are looking for a person with a customer-first mindset who can proactively build relationships with the clients, identify, and mitigate risk and expand product adoption.**What you'll do**- Maintain, manage, and expand your own portfolio of customers located across the European region- Function as the customer advocate and provide internal feedback on how we can better serve our enterprise customers- Manage all post-sales activity for customers through strong relationship-building, product knowledge,planning and execution- Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs- Ensure that a plan is in place with each customer for deployment, change management and adoption programs- Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes- Track accounts to identify churn risk and work actively to eliminate that risk- Partner with the Account Executive team and Technical Support Services to develop a plan for making our product a part of each customer's core architecture- Simultaneously manage multiple customers who are at different points on the account lifecycle- Identify opportunities to develop new training materials designed to ensure successful customer onboarding, support business-wide adoption,and deepen product proficiency- Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas**What you'll bring**- 4+ years of experience in B2B customer success management within the enterprise SaaS software space, preferably in the communications space
