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 demands and directions of work are constantly changing. We are a fully distributed team from over 10+ countries.

We are looking for a dynamic teammate to join us in an environment where demands and directions of work are constantly changing.

• Build and set up processes for customer success using industry best practices for SaaS.
• Be the face of our team, building great customer relationships, managing incoming calls and customer inquiries over email and instant messaging.
• Work with customers to empathise and resolve technical, billing or general support queries with a smile.
• Proactively engage newly onboarded customers to ensure they’re making the most out of our features.
• Notice trends among customer issues and communicate those to the Engineering & Product teams.
• Brainstorm and problem-solve ways to improve customer experience and implement 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 and design ideal offering/features.
• Manage the customer renewal process and identify upsell opportunities.

• You love multi-tasking, and each day is different and uncertain; you’re excited to find the next big thing in the sales scene.
• Previous experience in customer success is a big bonus (even better if in a SaaS startup).
• Proven track record of successfully building rapport and relationships with all levels.
• Excellent writing and communication skills.
• 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, broadly defined.
• 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 appreciation of organization and process.

Experience with Inside sales + account management is a plus!

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

• Expected hourly rate (consider this is a long-term position).
• Number of hours available per week.
• Timezone and schedule of availability (example 10 am EST to 2 pm EST).
• How soon can you get started.
• List of software with which you have experience working with.
• Any additional skills which we should know about.