Head of Customer Success

**Our Story**:
**About Us & Our Culture**:
At Cobee, we believe that compensation is people's most important financial relationship, and our vision is to become the most desirable solution for employees to get compensated at work, making them financially healthier and more engaged with their companies. To achieve it, we are radically changing the complex world of employee benefits and flexible remuneration with our product, making it simpler, easier, and automating our companies' admin tasks.

Welcome to Cobee: One of the hottest fintech based in Madrid and Lisbon
- and recently named one of the future unicorns in Spain
- From our foundation as a startup in 2019, Cobee has grown backed by world-class investors from some of the tech's fast-growing companies in Europe.

We are a team made of motivated and talented people, and these 3 values are what drive our culture:
**Employees first**:We strongly believe that delivering happiness to employees is our key to success.

**ISpossible ambition**:We don’t understand what “not possible” means. Our product did not exist before; we are category creators. We constantly challenge the status quo because we are a set of thinkers who think that improvement IS always POSSIBLE.

**Owner-ownership**: We all know our duties, we work with complete autonomy and ownership towards our goals, and we know how those affect the overall company goals. We are autonomous, and we deeply care about the quality of our work.

**About The Role**:
Cobee is in a scaling mission going through high growth and we are launching new markets across the globe.

You will report to the Country Manager based in Spain; As the Head of Customer Success, your mission is to build and lead a world-class customer success team. You must demonstrate and focus on providing fast and high-class service to our clients and partners. Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are on active accounts with us. You will also work closely with the Sales, Marketing, Customer Experience, and Product teams, serving as the ultimate voice of our admins.

This role will also serve as the ultimate voice of our admins (HR professionals) and collaborate across functions to ensure customer feedback is leveraged and needs are properly addressed. It is also essential to ensure continued growth, support our customers as they transition from sales, build close relationships, revenue retention and development of new business, and build a customer-oriented success team.

**Main challenges**:

- Manage a team of customer success specialists based in Spain.
- 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
- The best benefits in town, of course
- Paid