Customer Success Manager

Madrid Blues, the parent company of several e-commerce & SaaS platforms, is looking for a dynamic teammate to join us in an environment where the demands and directions of work are constantly changing. We are a fully distributed team from over 10+ countries.

• Build and set up processes for customer success using industry best practices for SaaS.
• Be the face of our team, building great customer relationships, and managing incoming calls, emails, and instant messaging inquiries.
• Empathize and resolve technical, billing, or general support queries with a smile.
• Proactively engage newly onboarded customers by ensuring they’re making the most out of our features.
• Notice trends among customer issues and communicate those to the Engineering & Product team.
• Help brainstorm and problem-solve ways to improve customer experience and implement those initiatives.
• Take ownership of accounts and manage their onboarding, success, retention, and renewal processes.
• Consult regularly with clients to fully understand their needs and actively solve pain points.
• Respond quickly to customer-submitted questions and requests.
• Maintain portfolio and monitor analytics, reports and KPIs.
• Solicit references, referrals, and testimonials from customers.
• Collaborate with product, marketing, and sales teams to communicate customer needs to design ideal offerings/features.
• Manage customer renewal process and identify upsell opportunities.

• You love multi-tasking and thrive in fast-paced environments where each day is different and you are constantly learning.
• Previous experience in customer success is a big bonus, especially in a SaaS startup.
• A proven track record of successfully building rapport and relationships with all levels.
• Excellent writer and communicator.
• Internet savvy with a strong interest in startups.
• At least a year of experience in sales or customer success in a software company.
• Strong knowledge of online software (SaaS) products and services.
• Account management, project management and problem-solving skills.
• Passion for building relationships with people.
• High level of organization and great attention to detail.
• Strong presentation skills via phone, online, and in person.
• Ability to learn new concepts quickly.
• Data-driven with an appreciation of organization and process.

Experience with Inside sales and account management is a plus.

This remote position requires about 2 to 4 hours a day. You are expected to work by taking complete ownership.