Overview
We’re looking for you—an empathetic, proactive, and customer-focused Customer Success Manager (SaaS)—to join our Customer Success Team in Barcelona. In this role, you’ll ensure that our customers in the DACH region quickly realize value with ahead Intranet, remain satisfied in the long term, and continue to grow. NRR, ARR, and churn are familiar terms to you. You’re passionate about people engagement and internal communication.
Your Responsibilities
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Promote adoption in a strategic and data-driven manner. You will take on a portfolio of existing clients and help them improve their adoption metrics.
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Share best practices and demonstrate impact: Proactively advise clients on how to use ahead Intranet effectively—from successful internal communication and employee engagement to established best practices for high reach, adoption, and engagement.
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Promote customer retention: Maintain regular, proactive contact with your client portfolio to ensure consistent and sustainable use of ahead Intranet.
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Build customer loyalty: As a personal point of contact, build trust, nurture relationships, and actively reduce the churn rate.
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Collaborate across departments: Work closely with Sales, Marketing, and Product teams to identify, communicate, and resolve moderate-complexity customer issues;
maintain the HubSpot CRM in a disciplined manner for documentation purposes. -
Help customers grow: Inform customers about new features, conduct training sessions and demos, and identify upselling opportunities.
Your Profile
- Experience: At least 4 years of experience in customer success, customer service, or account management, ideally in a B2B SaaS environment.
- Expertise: Proven track record in customer satisfaction, customer retention, and reducing churn.
- Understanding of change and transformation: Experience with or a strong understanding of change and transformation projects, as well as the ability to competently guide customers through the adoption of new ways of working, forms of communication, and digital tools.
- Communication skills: Excellent verbal and written language skills (native-level German and business-fluent English).
- Willingness to Travel: Willingness to travel regularly to Switzerland and the DACH region for client meetings and team events.
- Empathy & Customer Focus: Strong empathy and the ability to translate client needs into appropriate solutions.
- Analytical skills: Ability to analyze customer-relevant metrics (e.g., usage, NPS, churn risk) and derive actionable measures from them.
- Technical understanding: In-depth understanding of SaaS products and their potential applications.
- Team player: Ability to collaborate effectively within a team and with various departments (Sales, Marketing, Product)
What We Offer
- Shaping the future: A highly motivated work environment with a dynamic team.
- Location & flexibility: Our modern office is located in the heart of Barcelona. Whether you work on-site or flexibly from home in a hybrid setup, you are free to organize your work in the way that suits you best.
- Team trips to Switzerland: For client meetings, training sessions and team events, you will regularly visit our offices in Zurich, Bern and Basel – of course, we cover all travel expenses.
- Trust and freedom: As an emerging startup, we are looking for passionate people who think proactively and want to help shape the company. We value this and give you a high degree of freedom in organizing your day-to-day work.
- Satisfied clients: We have a highly satisfied client base (Net Promoter Score > 53) and enjoy a strong level of trust among our contacts and partners.
- Experiment Weeks: We believe in the power of the team. Twice a year, the entire company comes together for our legendary Experiment Week, alternating between Barcelona, Spain, and Switzerland.
- Flat hierarchies and the opportunity to work closely and directly with the founding team.
- Compensation: A competitive base salary, complemented by a performance-based component, for example linked to client satisfaction and client retention.
- Additional benefits: Standard benefits in accordance with Spanish employment law – details will be discussed with you during the personal interview process.
- Career opportunities: We are a growing company with opportunities for professional development.
- Professional development: We actively support your growth and provide access to training and development opportunities.
- Modern equipment: Technology should never hold you back. We provide Apple devices (MacBooks) as well as regular vouchers for the latest tech gadgets on the market.
Information about the application process:
- Introductory call
- Structured interview (1 hour)
- Role-specific assessment (3 hours)
- Reference checks
- Contract signing