Customer Success Manager

About Caravelo

Caravelo is a fast-growing SaaS company revolutionizing airline subscriptions and travel commerce. Our Customer Success team is at the heart of ensuring our clients maximize value from our solutions while fostering strong, long-term relationships.

The mission

We're looking for a Customer Success Manager (CSM) who will take full ownership of the customer lifecycle - from onboarding to adoption, expansion, and retention. The ideal candidate will have a consultative approach, strong business acumen, and the ability to build trusted relationships at all levels within partner organizations.
This is a high-impact, cross-functional role, working closely with Product, Sales, Marketing, and Support to ensure seamless execution and continuous value delivery.

Duties and responsibilitiesCustomer Lifecycle Management

• Drive a structured success plan across onboarding, adoption, and expansion to ensure customers achieve their business goals.
• Lead client onboarding by aligning expectations, defining core processes, and ensuring a smooth implementation.
• Monitor key metrics to track adoption, usage, and overall engagement.
• Organize and lead weekly client calls and quarterly business reviews to assess performance and identify growth opportunities.
• Address customer concerns proactively, identifying early signs of frustration and ensuring quick resolution.

Growth & Expansion

• Influence customer lifetime value through retention, satisfaction, and NPS performance.
• Identify and execute upsell and cross-sell strategies to drive revenue growth.
• Work closely with the Sales and Marketing teams to align on customer needs and expansion opportunities.

Customer Advocacy & Relationship Building

• Act as a trusted advisor, helping clients articulate and demonstrate the value of Caravelo's solutions.
• Maintain constant communication with customers, staying attentive to their needs and expectations.
• Foster collaboration with internal teams to ensure consistent service levels and aligned interactions across departments.
• Implement research activities to gather client feedback and identify opportunities for service improvement.

Issue Management & Continuous Improvement

• Serve as an escalation point for critical issues that impact customer success.
• Work closely with Product & Support teams to ensure timely resolution of any technical or operational challenges.
• Optimize internal processes to enhance efficiency and reduce churn risk.
• Maintain accurate documentation of client interactions, feedback, and progress.

Required skills and experience

• 3+ years of experience in Customer Success, Account Management, or Client Relations in a B2B SaaS environment.
• Strong business acumen and ability to communicate and consult at a management level.
• Experience in managing customer lifecycles, driving adoption, and influencing retention.
• Data-driven mindset - comfortable analyzing metrics and translating insights into action plans.
• Proven ability to identify expansion opportunities (upsell & cross-sell) and collaborate with Sales & Marketing teams.
• Exceptional relationship-building skills, with a proactive and consultative approach.
• Comfortable working cross-functionally with internal teams like Product, Sales, Marketing, and Support.
• Strong problem-solving abilities, able to handle escalations and maintain trust with customers.
• Excellent written and verbal communication skills, in English and Spanish.
• Willingness to travel occasionally for client meetings and business reviews.

If you're looking for a role where you can build strong client relationships, drive revenue growth, and make a real impact in a fast-growing SaaS company - this is itWhat we offer

• Competitive Salary – We offer a competitive compensation package with performance-based incentives.
• Career Growth – Work in a high-growth environment with opportunities for professional development.
• Awesome Culture – Join a diverse, inclusive, and innovative team that values collaboration.
• Exciting Travel-Tech Projects – Help revolutionize airline subscriptions and travel commerce.
• Coverflex Card – Use it for restaurants, transportation, childcare, and even health insurance—tax-free
• Tech Tools Budget – Receive €150 after passing the probation period to spend on tech tools of your choice.

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