Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success Manager ensuring maximum client value at fintech company. Leading onboarding, relationship management, and cross-functional collaboration to enhance customer experience.
Responsibilities
- Lead customer onboarding processes, ensuring swift and successful implementation.
- Monitor customer health metrics, proactively addressing churn risks and improving satisfaction.
- Contribute to the development of Customer Success playbooks, knowledge bases, and best practices.
- Serve as the primary point of contact for our customers, guiding them through onboarding, adoption, and renewal cycles.
- Build strong, long-term relationships with clients, understanding their business goals and ensuring our platform supports their success.
- Conduct regular business reviews with customers, offering insights, best practices, and strategic recommendations.
- Act as the bridge between Sales and Customer Success, ensuring smooth handovers, alignment on customer needs, and coordinated communication.
- Work closely with Product and Engineering to relay customer feedback, identify feature opportunities, and help influence the product roadmap.
- Support Sales with upsell and cross-sell opportunities by spotting expansion potential and helping craft value-driven proposals.
- Use Google Analytics and internal data tools to analyze customer usage patterns, identify risks, and uncover opportunities.
- Investigate customer issues with a methodical, critical-thinking approach, recommending solutions that improve outcomes and platform engagement.
- Develop data-driven reports and insights to support customer engagements and internal decision-making
Requirements
- 2+ years of experience in Customer Success and Client Onboarding in a SaaS or Tech startup environment.
- Ownership mindset: Takes initiative, solves problems independently, escalates thoughtfully.
- Scrappy and resourceful: Comfortable working with evolving processes, systems, and ambiguity.
- Customer-obsessed: Acts as the voice of the customer internally, advocates for long-term success.
- Data-driven: Uses metrics (NPS, health scores, churn signals, adoption data) to guide actions.
- Proactive: Spots risk early, identifies expansion opportunities, and stays ahead of customer needs.
- Collaboration-oriented: Works seamlessly with Sales, Product, Operations, and Support.
- Experience using CS or CRM tools (HubSpot ideally)
Benefits
- Competitive Salary: We offer highly competitive salaries
- Diverse and Inclusive Team: Join a dynamic and international team in excess of 8 nationalities. You'll have the chance to work with experienced professionals from around the world, fostering a rich learning environment.
- Inspiring Mission: We are dedicated to revolutionizing business financing and making a positive impact on the European economy. Your work at INFINIT will have a lasting effect on businesses and communities.
- Health and Well-being: Your health matters to us. You will have access to top-quality Medical & Mental Health Insurance.
- Quality Time Together: We foster a sense of community with annual gatherings and bi-weekly office team gatherings. You're more than welcome to join us for quality time.
- Personal Time Off: Enjoy flexibility with your personal time off.
- Flexibility and Ownership: We trust our team and we are goal-oriented. Enjoy the flexibility of hybrid working 3 days a week in our Madrid office and 2 from home
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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