Customer Success Lead

hace 4 semanas

Barcelona, Barcelona, España Docplanner A tiempo completo
Customer Success Lead

Role Overview:

We are seeking a highly skilled Customer Success Lead to join our team at Docplanner. As a key member of our Customer Success department, you will play a pivotal role in driving customer retention and growth through data analysis and strategic planning.

As a Customer Success Lead, you will be responsible for leading a team of 25+ employees, including 3 Team Leads, and ensuring high performance and morale. You will also act as a Project Manager, coordinating with internal and external stakeholders to execute and monitor the global CS Enterprise strategy locally in Spain.

Key Responsibilities:

  • Lead and manage a team of Customer Success professionals to ensure high performance and morale.
  • Act as a Project Manager, coordinating with internal and external stakeholders to execute and monitor the global CS Enterprise strategy locally in Spain.
  • Conduct thorough data analysis to understand customer behavior, identify churn risks, and uncover opportunities for MRR expansion.
  • Develop and implement strategies for upselling and cross-selling across all Docplanner products to maximize revenue from existing customers.
  • Create and maintain comprehensive reports and dashboards using Google Sheets to track key metrics and performance indicators.
  • Serve as an escalation point for critical or urgent customer issues, ensuring prompt and effective resolution.
  • Engage with Senior Management and various stakeholders to provide insights and recommendations based on data analysis.
  • Support the quarterly budgeting and forecasting process, focusing on headcount, Customer Success revenue, and churn management.

Qualifications:

  • Minimum of 3 years of experience in Customer Success; experience in Business Intelligence or related fields is a clear plus.
  • Proven experience in data analysis, focusing on metrics related to Customer Churn and MRR Expansion.
  • Exceptional proficiency in Google Sheets, including advanced formulas, graphs, pivot tables, and data visualization.
  • Experience with CRM systems, indicators, and dashboard creation.
  • Proven experience in working with SaaS products and services.
  • Advanced English proficiency is required (C2 level). University degree is desirable.

Soft Skills:

  • Strong analytical skills with a passion for data-driven decision-making.
  • Hands-on, a doer who loves being in the details and can properly assess outsourcing vs. doing things him/herself.
  • Ability to work in a fast-paced environment and meet strict deadlines.
  • Autonomous and super proactive, with a strong personality and a straightforward communication style.
  • Structured and detail-oriented approach to work, with a constant drive for improvement.
  • Enthusiastic about customer success and leveraging technology to enhance customer experiences.
  • Ability to internalize company values and lead by example.
  • Open to innovative ideas and creative solutions for enhancing team efficiency and customer satisfaction.

Additional Information:

We offer a competitive salary and benefits package, including a share options plan after 6 months of employment. If you are a motivated and results-driven individual who is passionate about customer success, we encourage you to apply for this exciting opportunity.

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