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Client Success Team Lead w/ Fluent level of English

Key languages:

Full professional level of English

Native level of German or French is a plus

SaaS Startup

Are you an ambitious and energetic person, and who enjoys and is comfortable interacting with C-suite-level executives? Do you want to join a fast-growing startup that is on a mission to change the world? If so, we need to talk!

Alaya by Benevity is a technology startup that enables companies to build a compassionate, purpose-driven culture and engage employees while serving the community—all through one platform. The company has recently set up its offices in Barcelona and is on a mission to grow the team!

To support the Spark product, we are looking for a Client Success Manager, based in Barcelona or willing to relocate. 

We are looking for someone who drives client program impact and acts as a catalyst to build strong and long-lasting relationships with clients and is able to drive the growth with Alaya's product suite. 

Main Responsibilities

To support the Spark product internationally, we are looking for an enthusiastic and talented Client Success Team Lead to join the team in Barcelona and lead the International Spark Client Success team. 

Among other tasks, you’ll work on: 

  • Form and build the new International Client Success team supporting our international Spark clients. This will include implementation, client success management, and support.  
  • Develop a near and long term strategy for how wel will support Spark clients interationally, with a vision for how to mature the function over time.   
  • Provide leadership for the Client Success team, championing the evolution of our products, processes, and organization to best support our growing international client community.  
  • Drive account growth outcomes through higher product adoption. Identify cross-selling and upselling opportunities within your portfolio of clients. 
  • Define and optimize the Client Journey for International clients, aligned with key client maturity milestones. 
  • Measure effectiveness of client success with operational metrics for the team, including churn, revenue, platform revenue, and client satisfaction objectives by leveraging current best practices from the North American teams. 
  • Design and implement best practice processes to cost-effectively support accounts of all sizes and touchpoints that are aligned across the organization. 
  • Identify new ways of working across the CS team to provide the best client experience across our brands. 
  • Handle the overall responsibility for managing the client relationship from implementation to support. 
  • Serve as a lead spokesperson and ambassador for the company's client experience, representing the organization at the highest levels to prospective partners and clients. 
  • Internal stakeholder management - Promote a client-centric mentality across the whole of the organization, work with cross-functional teams to ensure that Client Success initiatives are visible and aligned with company goals, and communicate product feedback and client sentiment to product and development. 
  • Be the voice of the client, end-users, and causes to the rest of the company's International and Products team, sharing insight into the experiences, and sponsoring their needs across the organization. 
  • Manage and coach the Client Success Management Team developing individual skills, removing roadblocks, prioritizing tasks, negotiation, account management, and consulting skills. 
  • Identify and make recommendations for improvement in the areas of Process, Efficiency, and Productivity including a deep understanding of how CRM and related customer success technologies and tools work.

Core Skills/experience

  • Bachelor's degree, or equivalent education.
  • A minimum of 5 years of client success leadership experience, or equivalent industry experience.
  • Experience in a B2B SaaS organization, with solutions of moderate complexity, is a big plus.
  • You are a powerful client advocate – you feel a sense of responsibility and urgency when a client calls for help and communicate that urgency and need for high performance to the team.
  • Outstanding project management skills, ability to work cross-functionally and outside the organization, and have a track record of achieving the results expected. 
  • Ability to adapt to new environments and changing requirements, with a problem-solving approach.  
  • Ability to think like you are the client - you believe that your client’s success IS your success.  
  • You have a talent for solving sticky situations, creating consensus, and turning clients into raving fans.
  • Ability to successfully manage multiple priorities while maintaining a strong sense of urgency to ensure every client has a great experience. 
  • You are a passionate coach for your high-performing team – an outgoing people-person who wants to build and grow a like-minded team, with the ability to consult and provide opinions, facilitate discussion and resolve conflict.  

What’s on offer

  • Competitive Salary + very interesting commission scheme and other perks and benefits. 
  • Options plans
  • You can work independently and express your creativity when presenting new solutions and alternatives to the team.
  • You will be part of a young, dynamic and motivated team that wants to have an impact on the world.
  • A great, entrepreneurial, and empowering work environment, and motivating role with the possibility of taking more responsibilities and going the extra mile.
  • Every employee receives 20 hours per year to volunteer for projects of their choice. 
  • You'll be joining a start-up in an exciting stage of fast growth and international expansion. The sky's the limit.

What will you learn?

  • This is an excellent opportunity to join a fast-growing SaaS startup in a very exciting stage of rapid growth and international expansion. 
  • Become a crucial asset in the company taking on a challenging and motivating role.
  • You will be working in a truly dynamic, collaborative, and entrepreneurial environment.

Our recruitment process

  • Step 1: Interview with our Recruiter to get to know you better and give you advice on the recruitment process
  • Step 2: Interview with the Hiring Manager
  • Step 3: Interview with the CEO/ HR
  • Note: other steps might be added during the process such as case studies 

Don’t be shy! Just ask your recruiter!

Natalia Serrano Rins

Key languages:
English - French - Catalan - Spanish
Want to know more about Natalia? Click here!

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