Head of Client Success
hace 3 días
Job Title: Head of Client Success
Department: Client Success
Reports To: COO / CFO
Location: Barcelona, ES
Role Summary: We are seeking an organized and detail-oriented candidate to drive exceptional Client Success outcomes for our growing company. With a primary focus on leadership – playing a pivotal role in defining the vision and strategy of our international CS efforts – (30% of the role), this individual will also spend time on process design and continuous improvement (25%), client and cross-functional engagement (25%) and data and reporting (20%). This position requires a dynamic professional with a focus on ownership of his / her work product, excellent organizational skills, and a passion for delivering value to clients.
Key Responsibilities
Leadership & Team Management (30%)
– Conduct weekly meetings with both your team and leadership to align on project delivery, client health, and invoicing progress.
– Coach and mentor Client Success team members to build a high-performance, client-centric culture.
– Define and track KPIs (e.g., on-time delivery rate, client satisfaction, etc.) to lead a team of staff, and assess their relative performance, workload, skills gaps, and potential optimizations.
Process Design & Continuous Improvement (25%)
– Create and document Standard Operating Procedures and checklists for successful client handoff, fulfillment, and invoicing.
– Identify bottlenecks or failure points in project execution and implement corrective improvements.
– Collaborate with internal groups to automate key workflows and establish a continuous feedback loop based on client and internal learnings.
Cross-Functional & Client Engagement (25%)
– Partner with the Commercial team during client handoffs to ensure full context on project scope, expectations, and risk flags.
– Join strategic client kickoff or milestone calls to reinforce trust and alignment, serving as the primary escalation point for complex or at-risk accounts.
– Represent the client voice internally, influencing improvements to product quality, timelines, and communication standards.
Data, Reporting & Strategic Planning (20%)
– Monitor and analyze KPIs, and create dashboards and summary reports for leadership visibility into client and financial performance.
– Forecast resource needs and operational capacity based on incoming project pipeline.
– Lead retrospective sessions to review metrics and set improvement goals.
Required Qualifications
– 6+ years of experience in client success, operations, or account delivery roles within a B2B environment.
– Proven track record leading cross-functional teams and / or improving operational performance.
– Strong process design and project management skills, with the ability to structure complex workflows and drive accountability.
– Excellent communication skills (English, at a minimum), and a comfort serving a client base located around the world, which sometimes means early or late CET calls or messaging.
– Familiarity with CRM, project management, invoicing tools, and data reporting.
Key Attributes for Success
– Operational rigor: Able to design, document, and continuously improve the end-to-end client journey ensuring efficiency, accountability, and zero revenue leakage.
– Client empathy: Understand client goals and pain points deeply, serving as a "trusted partner," and anticipating issues before they arise.
– Cross-functional leadership: Coordinate across teams and act as a unifying force to resolve bottlenecks quickly.
– Data-driven accountability: Use metrics to guide decision-making.
– Growth mindset: Thrives in fast-paced environments and evolves with the company's global expansion.
Compensation and Benefits
– Competitive salary based on experience.
– Performance-based bonuses.
– Benefits include:
– Hybrid work format (3 days in person and 2 remote) and flexibility on entry and exit times.
– Possibility of including a health insurance company on the payroll (with competitive prices for both you and your family).
– Flexible remuneration through the Flexoh platform: It allows you to optimize your salary by allocating part of it to services such as transportation, childcare, training or food, improving not only the quality of life, but also helping to save taxes, since this part of the salary is not subject to personal income tax.
– Birthday party: You can take this day as a holiday so you can fully enjoy it and disconnect from work.
Why Join Us? At 3D Digital Venue, we're revolutionizing how event spaces are visualized and experienced. Trusted by hundreds of iconic venues and clients worldwide, we deliver cutting-edge solutions that empower venue operators and fans alike. With our technology, we're bridging the gap between digital innovation and real-world applications, helping clients increase revenue, optimize operations, and elevate customer satisfaction. Our culture is built on transparency, collaboration, and innovation. We value curiosity, accountability, and experimentation, believing that great ideas come from diverse perspectives. We're proud to foster an environment of learning and shared success.
As a company, we are at an exciting growth stage, achieving significant milestones like expanding our client base, and enhancing our industry-leading platform. You'll be joining a passionate, international team where you can grow into senior leadership as we continue to expand globally.
Joining our team means being part of a collaborative, forward-thinking environment where your contributions will make an immediate impact on our mission to redefine spatial analysis for live events and many other industries. We are an equal opportunity employer and celebrate diversity and inclusion across all our teams.
Application Process: To apply, please submit your resume and a brief cover letter explaining your experience with client success to
Join us to help redefine how the world experiences live events.
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