Sr. Customer Success Manager

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Customer Success Manager based in Spain.** As a Senior Customer Success Manager, you will play a pivotal role in helping enterprise customers maximize the value of an innovative technology platform. You will own the customer journey from onboarding and implementation through adoption, retention, and long-term value realization. Working with both technical and executive stakeholders, you will translate complex technology and performance insights into tangible business outcomes. You will act as a trusted strategic advisor, proactively identifying opportunities, risks, and areas for improvement. The role offers significant exposure to ecommerce, digital product experiences, machine learning, data, and advanced search technologies. You will collaborate closely with highly skilled engineers, data scientists, product specialists, and commercial teams in a fast-paced, international environment. If you enjoy solving complex problems, building lasting partnerships, and seeing customers achieve measurable results, this role offers an opportunity to make a meaningful impact. ### Accountabilities - Own the end-to-end customer journey, from project kick-off and launch through adoption, ongoing engagement, and value realization, ensuring customers achieve meaningful business outcomes. - Build trusted relationships across complex enterprise organizations, working effectively with engineers, data and product teams, ecommerce and technology leaders, and senior executives. - Understand the objectives, priorities, and influence of different customer personas and align technical and business stakeholders around shared success plans. - Translate technical concepts, product capabilities, and performance data into clear business value, connecting solutions to metrics such as revenue, conversion, customer experience, and operational efficiency. - Plan and lead impactful Quarterly Business Reviews and Executive Business Reviews, using measurable results and strategic recommendations to drive alignment and define priorities. - Proactively identify risks, blockers, and changing customer needs, leading escalations with urgency, clarity, and strong stakeholder communication. - Advocate for customer needs while exercising sound judgment around engineering involvement, prioritization, and alternative solutions. - Use customer insights, performance data, and ecommerce best practices to provide proactive recommendations and identify opportunities to improve outcomes. - Maintain accurate success plans, stakeholder maps, account documentation, training materials, and action plans to ensure strong alignment internally and externally. - Partner closely with Account Management to support customer retention and growth by demonstrating value, strengthening executive relationships, and identifying expansion opportunities. - Contribute to the continuous improvement of onboarding, integration, and customer support processes by sharing best practices and developing scalable approaches. ### Requirements: - At least 3 years of experience managing enterprise customer relationships in Customer Success, Account Management, Solutions Consulting, or a comparable customer-facing role. - Experience working with complex enterprise organizations and building relationships with stakeholders ranging from technical and product teams to ecommerce leaders, VPs, and C-level executives. - Strong executive presence and confidence leading strategic customer conversations, including QBRs and EBRs. - Excellent stakeholder management and influencing skills, with the ability to build consensus, create momentum, and drive progress without direct authority. - Strong problem-solving abilities, intellectual curiosity, and the capacity to quickly understand new technologies and complex business challenges. - A self-starting, adaptable mindset with the ability to prioritize effectively, triage issues, and focus on the areas with the greatest customer and business impact. - Strong communication skills and the ability to explain complex technical concepts in a clear, compelling, and business-oriented way. - Experience in ecommerce, digital commerce, search, product discovery, or a related technology environment is highly valued. - Fluency in French is required. - Based in Romania, with the ability to collaborate effectively within a distributed international team. ### Benefits: - Competitive compensation package, including stock options. - Fully remote working environment, giving you the flexibility to choose where you live and work. - Work-from-home stipend to help you create an effective and comfortable home office. - Apple laptop provided to new employees. - Annual training and professional development budget. - Parental leave for eligible employees. - Opportunity to work alongside talented technologists and industry experts while continuously expanding your skills. - A collaborative, international environment focused on meaningful impact, continuous improvement, empathy, openness, and curiosity. - Commitment to diversity, equity, and inclusion, with equal opportunities for people from all backgrounds.