Head of Customer Success

hace 2 semanas


Barcelona, España Cledara A tiempo completo

Are you an experienced customer success leader with expertise in leading teams who accelerate account growth in a fast-paced b2b SaaS environment? Do you thrive by developing and coaching high-performing Success teams that succeed through collaboration, grit, and constant learning?

Cledara just raised a $20M series A round and we are looking for our first Head of Customer Success to lead our global Customer Success Function, based in Barcelona Spain. You will own the end-to-end customer engagement, adoption, renewal, and growth for Cledara customers and will be responsible for driving revenue retention, expansion and customer satisfaction.

**\
- Please Note**: This role is 100% in English.

Learn about Cledara and the role below. We look forward to hearing from you

Tasks

We're looking for a leader who has led a Customer Success / Account Management function and is ready to bring their experience and expertise to our fast-growing business. Key tasks include:

- Drive customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use cases; collaborating across teams to identify and pursue customer growth opportunities
- Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization
- Build a global customer success organization to support Cledara customers from onboarding and training through to long-term success
- Successfully structure, plan, and drive the team to achieve KPI's including:

- \
- Customer engagement (% customers engaged / Q)
- \
- Customer adoption/health (% customers utilizing the platform, features)
- \
- Renewal (gross retention rate)
- \
- Expansion (net retention rate)
- \
- Churn and overall NRR (Net Revenue Retention)
- Grow the customer success organization, including team, systems, structures, and processes, to support our ambitious customer and revenue goals
- Create a culture dedicated to growth, collaboration, accountability, and respect toward Cledara's mission and values

**Requirements**:
**About you**:
The right individual for this role has run a successful Customer Success team at least once in the past with success and can demonstrate the correct things for a SaaS business to do to ensure our customers are as satisfied as possible. The right individual is also a self-starter and has the ability to create strategies and processes and execute in a fast-moving environment.
- Minimum 7+ years of customer success experience with increasing levels of responsibility, including as a manager of managers leading high-performing teams in a high-growth, SaaS environment customer lifecycle adoption, renewal/expansion
- A thorough understanding of SaaS and Recurring Revenue Business Models
- Experience managing high-value accounts through high-touch partnerships with customers
- A track record of developing and mentoring great talent, and building and motivating teams
- You are comfortable with change and thrive working at a fast-pace
- Extremely high EQ & empathy skills and genuinely curious
- A strong strategic vision for the customer experience and journey
- Fluent English language communication skills are a must

**Benefits**:

- Brand new Apple laptop
- A great work culture with regular work outings, company offsites and international travel
- Beautiful, centrally-located offices in Barcelona

**Healthy mind and body benefits, including**:

- Health insurance
- Fitness budget
- Food budget
- Join a young tech company in a massive period of growth to accelerate your career and gain an incredible amount of experience in a short time
- Learn from some of the brightest people in the SaaS and Fintech industry
- Work with bright curious people
- Be challenged to stretch yourself to learn and grow
- Join a strong culture of openness & transparency

**About Cledara**:
Cledara is the first Software Management platform for fast-growing companies. We combine software management tools for teams with a payments platform to help companies take control of their software investments. This allows them to operate more effectively across teams, comply with regulations and ultimately focus on what really matters - serving their customers

With offices in Denver, London and Barcelona, we are growing quickly and looking for amazing people who are motivated and hungry.

Be Curious, Total Transparency, Communication, Respect Everyone, and Overtrust. These are our company values that guide the way we work every day, as well as the people we bring into the team. If this resonates, we’d love to hear from you.

Cledara is backed by leading investors including CommerzeVentures, Notion, Techstars and Anthemis, and has received global recognition, including:

- Top 5 female-founded SaaS companies globally by Microsoft's M12 Venture Fund and Melinda Gates' Pivotal Ventures
- Accepted into the Mastercard Start Path program in 202



  • Barcelona, España North Search A tiempo completo

    **Head of Customer Service** At North Search, a pioneering global talent consultancy, we partner with evolving industries to foster a robust and innovative talent landscape. Our client, a leading company in the industrial sector, is entering a period of significant growth and transformation. In line with their ambitious goals, we are seeking an innovative,...

  • Head of Customer Care

    hace 5 días


    Barcelona, España Tool4staffing A tiempo completo

    **Mission**: Notre équipe Customer Care est chargée de: - Onboarder les nouveaux clients sur notre plateforme - Former les utilisateurs à l’utilisation du logiciel - S’assurer d’un taux d’utilisation maximal - Apporter support et accompagnement aux clients - Maximiser la rétention **Nous avons besoin de toi pour**: - Manager l’équipe...


  • Barcelona, España Clarivate Analytic A tiempo completo

    We are looking for a Customer Success Associate join our global Customer Success team! The main purpose of the Customer Success Associate is to manage an assigned territory and book of business associated with Academic & Government Information Solutions and eBooks Customer Success Team. In this role you will provide education materials and services, identify...

  • Customer Success Lead

    hace 5 horas


    Barcelona, España Hudl A tiempo completo

    Building a team starts with valuing the team. We hire the best of the best to ensure you're working with people you can constantly learn from. You're trusted to get your work done your way while testing the limits of what's possible and what's next. And you'll be part of a culture where everyone feels supported. We also value sports. Not just because of the...


  • Barcelona, España Tool4staffing A tiempo completo

    **La société**: Grâce à TOOL4STAFFING les recruteurs peuvent aller trouver automatiquement les bons profils et les embarquer dans un process de recrutement ludique. Nous étoffons notre équipe de 35 personnes à BARCELONE (Espagne) pour doubler résultats et effectif d'ici 2024. **Mission**: Notre équipe Customer Service est chargée de: - Onboarder...


  • Barcelona, España Dynatrace A tiempo completo

    Accelerate customer adoption of Dynatrace SaaS/Managed product portfolio through technical enablement, usage training, project planning, and basic onboarding - Own renewal strategy and subsequent on time renewal of subscription(s) - Identify strategic, new business growth opportunities - Build Dynatrace brand awareness and loyalty in assigned accounts -...

  • Customer Success Manager

    hace 22 horas


    Barcelona, España Dynatrace A tiempo completo

    Company Description Who we are**:Dynatrace is a leading software product company** founded in Linz, Austria with more than 3000 employees worldwide. Do you have a **customer first mindset**? Do you thrive on change? You want to help us** **to continuously improve our **service quality **and **customer experience**? Then join our DynatraceOne team Customer...

  • Customer Success Manager

    Encontrado en: Talent ES C2 - hace 2 semanas


    Barcelona, España MongoDB A tiempo completo

    We are looking for a motivated, hardworking and hands-on Customer Success Manager (CSM) to help our customers realize and improve the value of their MongoDB subscription and services.Individuals in this role have a passion for technology and the ambition to dive head-first into new challenges with some of our largest global customers; are adaptive and...


  • Barcelona, España Hector Kitchen A tiempo completo

    Holidog is present in 10 countries across Europe and is seeking a passionate and effective Head of Customer Happiness, who is a proficient French speaker, to drive our growth and ensure exceptional customer satisfaction. **About Holidog**: Holidog is the premier marketplace in France for dog-sitting services, connecting pet owners with trusted caregivers....

  • Customer Success Manager

    hace 1 semana


    Barcelona, España Join Our Team A tiempo completo

    It's with that in mind that Beyond is looking to add Customer Success Manager to join our growing Customer Experience Team in Europe. Reporting to the Manager, Customer Success, we've recently built out a new pooled service offering for our SMB clients and you will be a key asset in developing and executing the strategy. This is an exciting opportunity for...


  • Barcelona, España Unit4 A tiempo completo

    Company Description We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and...


  • Barcelona, España Unit4 A tiempo completo

    **Company Description**: We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and...

  • Customer Success Manager

    Encontrado en: Talent ES C2 - hace 3 semanas


    Barcelona, España MongoDB A tiempo completo

    The RoleWe are looking for a motivated, hardworking and hands-on Customer Success Manager (CSM) to help our customers realize and improve the value of their MongoDB subscription and services.Individuals in this role have a passion for technology and the ambition to dive head-first into new challenges; are adaptive and excited to help innovate with new...

  • Head of Customer Service EMEAC

    Encontrado en: Talent ES C2 - hace 2 semanas


    Barcelona, España Galderma A tiempo completo

    Description As Head of Customer Service EMEAC you will be responsible for leading and managing the customer service operations to ensure premium service delivery and customer satisfaction within the EMEAC Northern and Southern clusters. You will play a crucial role in enhancing customer experience, building strong processes and systems, continuously...


  • Barcelona, España Rhenus Freight Road Sales & Management GmbH A tiempo completo

    Is there a logistics for careers? There is with us! As a globally operating logistics service provider with 37,500 employees in over 50 countries, we manage complex supply chains and offer our customers innovative value-added services. Logistics needs intelligent management to ensure that goods are in the right place at the right time - our transport...


  • Barcelona, España Autodesk A tiempo completo

    Job Requisition ID # - 23WD70711 Position Overview Are you a customer-first thinker? Do you thrive on change? Are you interested in helping us build and evolve our customer success organization to continuously improve the quality of our services and the overall experience and success of our customers? If this sounds like you, we are looking for Customer...

  • Head Of Projects

    hace 5 días


    Barcelona, España Tool4Staffing A tiempo completo

    Assurer la meilleure réalisation des projets clients Planifier et suivre les squads Appuyer opérationnellement l'ensemble des squads Assurer le reporting et le monitoring de la performance Gérer et améliorer les processus d'implémentation de nouveaux clients - Etre le point d'escalade du Département Accompagner les chefs de projets onboarding sur les...


  • Barcelona, España Nutanix A tiempo completo

    **Job Summary** Nutanix is building a world-class Customer Success and Renewals organisation and we are looking for a Manager of Customer Success across Southern Europe. **About the team** Nutanix EMEA Customer Success team is responsible for accelerating revenue growth with our Subscription Customers. You will lead a team of representatives who will...


  • Barcelona, España SAP A tiempo completo

    **We help the world run better** **COMPANY DESCRIPTION** SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift-up...

  • Associate Director

    hace 2 días


    Barcelona, España RateGain A tiempo completo

    **Exploring the role** - We are looking for an experienced Customer Success professional, knowing Spanish language, to drive success for our customers in Europe and Latin America and drive massive value from our service. This role includes responsibilities in Customer Success (on-boarding, support, services, adoption), Account Management (advocacy,...