Customer Success Manager

Your career starts now…

We are renowned European world leader in consulting, digital services and software development with employees in almost 30 countries and more than 4.000 employees in Spain.

We focus on people; their growth and their professional development is what makes us grow and improve constantly.

We are passionate about the digital world and just like you we are looking for the greatest adventures. We want your day to day to be your source of inspiration. We want you to learn, to have fun, to grow and most importantly to enjoy to the fullest. 

If you want to be a part of a "Great Place to work" company keep reading

We are looking for a **Customer Success Manager (CSM)** to lead the onboarding, training, and success journey of internal users adopting our internal development product. This role bridges business, product, and technology — ensuring that internal teams extract maximum value from the product while driving continuous improvement through feedback and data.

The ideal candidate combines the empathy and relationship-building skills of a CSM with the analytical mindset of a **Business Analyst**, focusing on adoption metrics, user enablement, and business impact.

### **Key Responsibilities**

#### **Relationship Management**

- Build and maintain strong relationships with internal users and stakeholders across departments.  

- Understand each team's workflows, needs, and goals to tailor the product experience.  

- Act as the primary liaison between end users and product development teams.  

#### **Onboarding & Training**

- Design and manage the **onboarding experience** for new users and teams.  

- Develop and deliver engaging training materials — guides, videos, workshops, and live sessions.  

- Track training effectiveness through surveys, performance metrics, and adoption rates.  

- Ensure consistent communication of new features and updates.  

#### **Customer Advocacy**

- Represent the internal user voice within the organization.  

- Collect, organize, and prioritize user feedback to inform the product roadmap.  

- Partner with product and engineering to ensure user needs are clearly understood and addressed.  

#### **Proactive Support**

- Identify potential adoption barriers and proactively offer solutions.  

- Create and distribute best-practice content to prevent recurring issues.  

- Support the rollout of product updates and ensure smooth user transitions.  

#### **Monitoring Customer Health**

- Monitor usage data, satisfaction scores, and engagement to assess customer health.  

- Build dashboards or reports to visualize adoption trends and risk indicators.  

- Translate insights into actionable recommendations for the product and enablement teams.  

#### **Retention & Growth**

- Drive ongoing engagement, ensuring sustained product usage over time.  

- Identify opportunities for expanding product capabilities or use cases across departments.  

- Contribute to internal retention strategies, ensuring measurable ROI from the product.  

### **Deliverables**

- Comprehensive **onboarding framework** for internal users.  

- **Training assets**: documentation, e-learning modules, and live training sessions.  

- **Customer health dashboards** and quarterly adoption reports.  

- Regular **feedback summaries** and recommendations for product improvements.  

- Documented **process improvements** and best-practice playbooks.  

### **Qualifications**

- 3+ years in Customer Success, Product Enablement, or Business Analysis (internal tools experience is a plus).  

- Strong understanding of **onboarding, training, and customer lifecycle management**.  

- Analytical skills with experience in data-driven decision-making.  

- Excellent communication and stakeholder management abilities.  

- Experience with tools such as **Jira, Confluence, Looker, Power BI, or Zendesk**.  

- Fluent in English; other languages a plus.  

- Familiarity with **Agile environments** and cross-functional collaboration.  

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### **Key Competencies**

- Empathy and customer-centric mindset.  

- Strong facilitation and communication skills.  

- Analytical and process-oriented thinking.  

- Initiative and ownership in driving adoption.  

- Ability to translate technical concepts into accessible messages for non-technical audiences. 

What do we have for you?

• Full time permanent contract
• 23 days annual leave
• Continuous training: technical and transversal skills and languages. We provide access to several certifications and accreditations and learning programs with our main technological partners, online platforms and more. 
• Life and accident insurance.
• Flexible benefits program (health insurance, meal vouchers, childcare vouchers, mobility, and training)
• "Privilige Club" access, where you will find deals for several brands.
• Detailed and personalized onboarding. We'll be with you in every step of the way so you can feel #soprano from the very beginning.
• Recreational spaces in our offices because work and fun go hand in hand.
• Companionship and great working environment because we know how important the power of togetherness is.

And most importantly you´ll have the opportunity to develop your professional career with us. Together we'll create an individualized career development plan. We'll establish goals and we'll make sure we achieve them together. Your priorities will be ours. 

Your voice will be heard - Join us and be part of something bigger

The world is how we shape it

Adquirimos el compromiso de respetar la diversidad, creando un ambiente de trabajo inclusivo y aplicando políticas que favorezcan la inclusión y promuevan el respeto social y cultural en cuestiones de género, edad, funcional, orientación sexual y religión con igualdad de oportunidades.