Customer Success Manager

hace 1 semana

Pontevedra, Pontevedra, España buscojobs España A tiempo completo

At Orca, we're building the future of boating. Our mission is to deliver a modern navigation system for sailors and cruisers, making boating safer, easier, and more enjoyable. We're looking for a motivated and customer-centric Customer Success Manager to join our team and ensure that our customers thrive with our solutions.

What You'll Do

  • Guide new customers through the onboarding process to ensure a smooth transition and adoption of our product.
  • Develop and implement customer success plans tailored to individual needs.

Relationship Management :

  • Act as the primary point of contact for a portfolio of customers, building strong, long-term relationships.
  • Regularly check in with customers to understand their goals, challenges, and opportunities.

Support & Problem-Solving :

  • Proactively address customer concerns and troubleshoot issues, collaborating with internal teams to ensure timely resolutions.
  • Advocate for customers by providing feedback to product and development teams.

Content Creation & Self-Service Tools :

  • Develop and maintain knowledge base articles, tutorials, and FAQs to empower customers to self-serve effectively.

Retention & Growth :

  • Monitor key metrics like usage, engagement, and satisfaction to identify opportunities for upselling or renewal.
  • Drive adoption of product features to ensure customers achieve maximum value.

This role is a hybrid / on-premise role at our Madrid office. The startup nature of the team provides many different opportunities for you to make an impact, and develop yourself.

How Success is Measured

We follow four guiding dimensions to measure success in this role :

  • Satisfaction : Net Promoter Score (NPS) and customer satisfaction surveys.
  • Adoption : Increased adoption of key features or solutions.
  • Retention : Customer retention and churn rates.
  • Conversion : Growth in revenue from renewals and upsells.

What You'll Bring

  • Proven experience in a customer success, account management, or similar role in a SaaS or tech company.
  • Excellent communication, problem-solving, and interpersonal skills.
  • Fluency in English.
  • Knowledge of boating is essential to understand our customers' needs.
  • Strong organizational skills with the ability to manage multiple accounts and priorities.
  • Data-driven mindset; ability to analyze metrics and drive insights.
  • You drive autonomy, proactivity, and ownership. You actively expand your comfort zone by exploring new or unfamiliar tasks.

Why Join Orca?

We are on a mission to disrupt the marine industry led by global companies such as Garmin and Navico. This requires setting the right direction, having a sharp focus, and delivering quickly. If you join us, you can expect to :

  • Be part of a fast-growing company shaping the future of boating.
  • Have an impact on millions of boaters globally.
  • Work with a talented, passionate, and multicultural team in a dynamic startup environment.
  • Enjoy flexible working arrangements, professional development opportunities, and a generous compensation package.
  • Be part of a fast-growing company with ample opportunities to grow your career.

Are you a good fit?

If you're ready to make a difference and help boaters succeed, we'd love to hear from you. Send your resume and a short cover letter to [emailprotected].

Customer Manager
• Pontevedra, Galicia, SPAIN

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