Job Description

Sr. Manager, Customer Success

Department: SaaS

Employment Type: Full Time

Location: Barcelona

A Typical Day in the Life Includes:

• Coach and mentor Customer Success Executives (CSEs) to build accurate, evidence-based renewal forecasts and deepen account insight using frameworks such as MEDDPICC.
• Inspect forecast accuracy and account risk across the team's book of business, validating data and reconciling discrepancies with Finance.
• Review and sign off on customer success plans, ensuring strategy, value opportunities, and risks are clearly documented and addressed.
• Attend and periodically lead customer Executive Business Reviews (EBRs) to maintain executive relationships and reinforce value delivery.
• Drive resolution of at-risk accounts through coordinated cross-functional efforts with Sales, Product, and Support.
• Escalate renewal barriers and forecast risks to senior leadership with clear, timely communication.
• Coach CSEs to identify and convert expansion opportunities, connecting customer usage and outcomes to a clear expansion recommendation.
• Set clear retention, forecasting, and expansion KPIs for the team, monitor performance, and provide ongoing feedback and coaching.

Qualifications:

• Proven experience as a people manager in customer success, strategic account management, or renewal management within enterprise environments.
• Strong track record of achieving retention and expansion goals while managing high-performing teams.
• Expertise in forecasting methodologies, including predictive analytics, risk assessment, and performance reporting.
• Proficiency in using customer success frameworks (e.g., MEDDPICC) to drive team success.
• Exceptional leadership and communication skills, with the ability to build trust and influence stakeholders at all organisational levels.
• Comfortable working in a fast-paced, global environment, with experience managing diverse teams across multiple regions.
• Fluency in any European language is a clear advantage.

• Leadership & Mentorship: Ability to inspire and develop teams to achieve measurable customer outcomes.
• Data-Driven Decision-Making: Strong analytical abilities to interpret team KPIs and identify trends for improvement.
• Collaboration Across Functions: Skilled in building relationships across sales, finance, product, and leadership teams.
• Risk Management: Proactive in identifying and addressing customer risks, ensuring team alignment on escalations.
• Strategic Thinking: Clear focus on delivering long-term value and aligning team efforts with organisational goals.

Preferred Qualifications:

• French, German or any of the scandinvian languages is a distinct advantage