Head of Customer Success.

hace 2 semanas

Madrid, España Merlin Digital Partner A tiempo completo

Merlin Digital Partner is a tailor-made digital recruitment company for startups, scale-ups, and corporates. We were born in **Tech Barcelona **where we established one of our main offices.

We are currently looking for a** Head of Customer Success.**

**Our Partner** is a dynamic scale-up specializing in employee wellbeing through flexible compensation and benefits plans. In 2019, it closed a financing round of 14 million.
Through this digital platform, it will allow employees to enjoy a variety of products such as (pension plans, retirement plans, health and life insurance, restaurant tickets, transport, and childcare subsidies...) exempt from income tax.

**Role**:

- Manage a team of customer success specialists** **based in Spain. (3-5pax)
- Manage strategic and key relationships with clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
- Establish a trusted and strategic advisor relationship to help drive and navigate the continued value of our products and services
- Maintain and develop customer success strategies and best practices, as well as custom content, with the help of the marketing team.
- Communicate effectively with both internal and external stakeholders to understand customer needs, maximize retention and growth
- Maintain existing customer success metrics and data as directed
- Establish clear client retention goals and customer service workflow from front end to technical requests

**You are**:

- Someone who takes ownership has an ambitious mindset and is highly oriented towards customer and user satisfaction.
- A highly-motivated person with an entrepreneurial spirit.
- Business-minded and capable of speaking to strategic growth.
- Flexible, a self-starter, and autonomous, with a can-do attitude.
- An excellent organizational and analytical person: you go crazy with a beautiful company performance report.
- A hands-on doer, but also a leader.
- A problem-solver.
- Someone with a goal-driven mindset.
- An excellent communicator (Proficiency in Spanish and English required)

**You have**:

- At least 2 years experience as Head of Customer Success, or a similar role, managing teams of account managers, Customer Success Managers, or business development roles.
- Strong leadership, strategic, problem-solving, and managerial capabilities
- Experience building, scaling, and managing a high-functioning CSM and professional services team in a high-growth environment
- Proven knowledge of SaaS, and deep knowledge of the Benefits industry and HR products and services.
- A strong interest in scaling teams & processes to be able to deal with high-growth.
- Previous experience at growth startup, scale-up.
- Extensive experience with CRMs (ideally Salesforce) & ticketing systems
- Process-driven combined with empathy to empower your team
- Eagerness to excel in a dynamic, high-growth environment and intrinsic motivation to outperform others

**What can you expect from us**:

- Competitive salary acording to experience
- The best benefits, of course
- Paid flexible benefits (meals, transportation, nurseries, etc.)
- Paid health insurance
- 1.000€ in job-related training
- Referral bonus
- Equity package
- Diversity and equal opportunity. Committed to building a team with diverse backgrounds, perspectives, and skills.

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