Customer Success Manager EMEA

hace 4 semanas


Madrid, Madrid, España Horizons A tiempo completo

About Horizons

We're building the infrastructure to power borderless teams.

Our technology enables businesses to hire anyone anywhere compliantly at the push of a button.

We welcome applications from everyone, regardless of gender, ethnicity, sexual orientation, religion, civil or family status, age, or disability.

Being a Horizoneer means being part of a growing, international family.

Main Mission:

Increase existing client revenue growth through cross-sells and upsells, based on client-focused account management, strong relationship building, and exceptional service.

Increase client retention by ensuring the success and satisfaction of your assigned clients based on personalized guidance, proactive engagement, and strategic advice to drive value realization.

Collaborate cross-functionally with sales, onboarding, support, and operations teams to improve processes and enhance overall client experience, satisfaction, and success.

Your Responsibilities:

Account Management and Relationship Building:

Serve as the primary point of contact and trusted advisor for the biggest client accounts at Horizons, building strong relationships and understanding their goals, challenges, and success metrics.

Conduct regular check-ins and business reviews with clients to assess progress, gather feedback, and identify opportunities for value realization and expansion.

Customer Engagement and Proactive Outreach:

Lead the onboarding process for new clients together with the operational Onboarding team, ensuring a smooth transition from Sales and successful adoption of our products and services.

Proactively engage with clients to nurture the relationship, identify opportunities to add value, address emerging needs, and provide guidance on best practices and product enhancements to optimize client outcomes.

Retention and Client Growth:

Monitor client health and usage patterns to identify signals of churn risk and take proactive measures to mitigate churn and retain existing clients.

Collaborate with the Management and Sales Team to develop and execute strategies to grow your accounts and upsell additional services solving the client's needs.

Value Delivery and Success Planning:

Partner with clients to define success criteria, establish key performance indicators (KPIs), and develop success plans aligned with their business objectives.

Collaborate closely with sales, onboarding, support, and operations teams to ensure alignment and coordination in delivering a seamless and exceptional client experience and success.



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