Head of Customer Success

Head of Customer Success - Fintech Scale-Up Location:Barcelona (hybrid) or Madrid Type:Full-timeAbout UsAt Dost, we're not just another fintech. We're revolutionizing how companies manage their financial processes with AI. Our platform automates invoices, delivery notes, and purchase orders, eliminating human errors and transforming entire accounts payable departments.The numbers:500+ enterprise customers, fresh Series A funding, 300% YoY growth, and recognition as one of Spain's fastest-growing fintechs. We're scaling fast, but we're still small enough that your voice reaches CEO Adam directly. The OpportunityThis is a builder's role.If you've built a CS machine before and want to do it again—better, faster, with all your hard-won learnings—this is your canvas.We're looking for a Head of Customer Success who's done the 50-person to 500-person scale before. Someone who knows exactly what good looks like because they've built it, broken it, and rebuilt it stronger.This role is perfect if:You've been the "first real CS leader" at a scaling startup beforeYou have strong opinions on CS methodology (and the scars to back them up)You want full autonomy: budget, hiring, tools, structure—it's yours to designYou want a seat at the leadership table with direct product roadmap influenceYou're energized by the challenge of 300% annual growth Your Mission: Build the CS Machine (Again, But Better)You'll own everything customer success from contract signature through expansion:Build Your Department Your Way:Full Budget Ownership: Hire who you need, buy the tools you want, structure it how you see fitYour Stack, Your Rules: Gainsight? ChurnZero? Custom-built? You decide and we'll back itHiring Authority: Build the team composition you know works (we'll grow from 10 to 30+ in 18 months)Restructuring Rights: If the current setup doesn't work, change it. No sacred cows.Create Scalable Operations:Build processes and methodology that work at 500 clients AND 2,000 clientsDefine stages, SLAs, playbooks, and automation that you've proven workEstablish resource allocation frameworks across 4 specialist areas (onboarding, functional consulting, support, account management)Implement the KPI infrastructure you know drives results (currently measuring but not using data)Drive Commercial Outcomes:Own the metrics: Contracted ARR → Live ARR, time-to-value, NPS, churn, expansionInstill urgency to close onboardings (current problem: drift and endless implementations)Transform client communication from reactive to proactiveBuild account management motion that drives net revenue retention >110%Lead & Develop:Manage 10-person team (junior to senior across Barcelona, Madrid, soon UK)Coach current team lead Lucia on management fundamentalsShift team culture from survival mode to performance modePartner with the technical founders to transition their focus to pre-sales and complex implementations while you own post-sale experience (requires someone who can build trust with technical founders)Strategic Influence:Seat at leadership table: Monthly leadership meetings, quarterly planningDirect product impact: Customer insights drive roadmap prioritiesBoard visibility: Present CS metrics and customer health to investors We Need You If You AreNon-Negotiables:Done This Before: You've scaled a CS team through hypergrowth (ideally 50→500+ people)Builder Mentality: You have strong opinions on what works (MEDDIC? CS Ops automation? Specific onboarding frameworks?)Bilingual Spanish/English: Team is 80% Spanish-speaking, many clients are internationalSaaS Native: You've lived multiple onboarding-to-expansion cyclesCommercial Mindset: You see CS as a revenue function, not a cost centerAutonomous Operator: You don't wait for permission; you make things happenCulture Architect: You've changed team dynamics before and know how to do itBonus Points:Previous Head of CS experience at Series A/B SaaS companyFintech, financial software, or ERP ecosystem experienceBuilt CS teams in Spain or Southern EuropeSurvived 200%+ annual growth and have the playbook Why This Role vs. Your Other Options What you WON'T find here:A comfortable, well-oiled CS department (we're 18 months away from that)Everything documented with processes humming (that's what YOU'LL create)Consensus-driven decision making (we need speed)Another "scale what's already working" role (this is ground-zero building) What you WILL find:True Autonomy: Budget, hiring, tools, methodology—genuinely yours to ownFounder Access: Weekly sync with Alex (COO), direct line to Adam (CEO)Product Influence: Your customer insights shape what gets built nextRocket Ship Growth: 300% YoY = your resume writes itselfSmart Money Backing: Fresh Series A, 3+ years of runwayMarket Timing: Fintech is hot, AP automation is exploding, Spain/EU expansion is NOWProof It Works: 500+ paying customers, product-market fit validated Success Looks LikeMonth 3:Clear processes and playbooks deployed across all 4 specialist areasTeam understands stages, handoffs, and accountabilityClient communication SLAs established and being hitYou've identified quick wins and killed the biggest fireMonth 6:Onboarding time reduced by 25%+NPS established and tracking upwardKey hires made in critical gapsCS metrics dashboard built and reviewed weeklyMonth 12:Team scaled to 15-20 people handling 300+ clientsChurn rate down, expansion revenue upPlaybooks proven at scaleYou're presenting customer health to the boardFernando fully transitioned to pre-sales focusMonth 18:Department is a machine: predictable, scalable, profitableYou've built the CS function that becomes industry referenceTeam is celebrating wins, not just survivingReady for next phase: 1,000+ customers What We OfferPerformance Bonus: Structured around team metrics and business outcomesFull Autonomy: Budget, hiring, tools, methodology decisions are yoursLeadership Role: Seat at the table, not just executing someone else's planHybrid Flexibility: Spain-based (Barcelona/Madrid hub), remote-friendlyGrowth Trajectory: As the company scales, you can scale with it (VP CS when we hit critical mass)Benefits: Private health insurance, pension, professional development budget