Hybrid Customer Success Manager – Scalable Accounts

at Abacum

• Job title: Customer Success Manager – Scalable Accounts
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Barcelona, Spain

About the role

• Customer Success Manager handling the scalable segment at Abacum. Driving product adoption and minimizing churn by building strong customer relationships.

Responsibilities

• Monitor and drive usage metrics across a book of business leveraging automated triggers and in-app guidance as the primary engagement method.
• Lead strategic calls to set clear expectations regarding the scalable touch model, timelines, and available Abacum resources.
• Proactively monitor customer health scores and adoption data, intervening with personalized outreach when signals indicate low usage.
• Leverage insights from the CS platform to quickly mitigate risk for struggling accounts and guide users back to the path of successful product utilization.
• Act as the first line of identification for customers who are consistently showing signs of rapid company growth, initiating conversations about scaling their contract.
• Utilize and refine standardized communication templates and playbooks to ensure consistent quality of service.
• Partner with sales to identify growth opportunities, strategizing and executing plans to expand customer accounts.
• Work closely with support and product teams to capture and implement customer feedback.
• Be accountable for net retention, customer happiness, and usage metrics across your book of business.

Requirements

• Proven ability to manage a large book of business (ideally 75+ accounts) by successfully adopting scalable strategies.
• Skilled in diving into usage data, identifying patterns, and using CS platforms to segment and prioritize outreach.
• Exceptional ability to communicate clearly, persuasively, and empathetically.
• You possess outstanding organizational and prioritization skills, capable of juggling multiple automated playbooks and manually intervening only where necessary for maximum ROI.
• You bring hands-on experience in the dynamic world of B2B SaaS and understand the importance of scalable models for low-ARR segments.
• Bonus Points if you have...
• Experience in a dedicated "Tech-Touch" or "Scalable CS" role.
• Experience with financial planning (FP&A) or finance software users, even in a self-service capacity.

Benefits

• Competitive compensation including equity package
• Competitive vacation policy
• Access to Meditopia
• Remote working model and flexible working hours
• Personal development including language courses