Customer Success Manager

Summary

Join Landbot's Success team as a Customer Success Manager with Data&Ops experience. Guarantee customer success by helping them maximize Landbot's use. Support the CS organization's data visualization and analysis efforts. Advise customers on successfully using Landbot to achieve their goals. Plan, execute, and iterate Account Growth and Management strategies. Connect with customers through various channels to provide assistance and support.

Requirements

• A customer-first, positive and energetic attitude
• Technology and SaaS experience
• Knowledge and passion for no-code technology and infrastructure
• Expertise at facilitating an account management review with multiple stakeholders including technical stakeholders (PMs, Admins, Ops managers) and executive leaders
• Deep understanding of the main startup metrics/KPIs . Knowledge of Customer Success metrics is important
• Experience with data analysis and reporting tools such as Looker/Amplitude
• Capacity to work independently and use appropriate judgement in decision-making with a results-driven orientation
• Excellent live presentation skills with an excitement and drive to facilitate multiple customer meetings, demos and negotiations on a daily basis
• Excellent written communication skills with a clear process for proactively nurturing and adding value to customers through email and calls
• Excellent problem-solving, project management and analytical thinking skills
• Fluency in English & Spanish
• Eligibility to work in Spain

Responsibilities

• Planning, executing, and iterating Account Growth and Management strategies to ensure both our customers’ success and financial health
• Connecting with customers through different channels (email, chat, and video call) to help them make the most out of their subscription
• Enabling the CS org by both maintaining dashboards (quality) and creating new reports (analysis) in DataStudio (read: Looker)
• Reporting customer feedback/issues to departments such as Product, Finance Sales, and Support to ensure alignment and coordination in delivering exceptional customer experiences
• Customer Onboarding: Guide new customers through the onboarding process, helping them set up and customize their Landbot experience to align with their specific needs and goals
• Customer Engagement: Regularly engage with customers to understand their business objectives and challenges, ensuring they are fully utilizing Landbot's features and capabilities
• Retention and Growth: Monitor customer health metrics and proactively address any potential issues that could affect satisfaction, retention, or growth. You will need to partner with our customers to define clear objectives for their use of Landbot, track their progress and ensure these goals are met
• Product Adoption: Proactively drive the adoption of new features and best practices, ensuring customers are leveraging Landbot to its full potential
• Relationship Management: Build and maintain strong, long-lasting relationships with key stakeholders within customer organizations, acting as a trusted advisor and advocate for their success
• Upsell and Cross-sell: Identify opportunities to upsell or cross-sell additional features, services, or plans that can further enhance the customer's experience and success with Landbot. Special attention should be given to High-Potential clients, Ideal Customer Profiles (ICPs), and target market segments to maximize value and drive growth effectively
• Reporting and Analysis: Create reports to analyze key metrics and provide actionable insights to the CS team for informed decision-making
• Data Quality: Maintain process and data integrity to ensure accuracy, consistency, and efficiency across operations

Benefits

• Hybrid culture: you can choose between a full remote or a beautiful office in Barcelona (or both!)
• We are remote-friendly! 🌍 No matter your location what's important is your contribution
• Great company culture, we have a young, upbeat, and international work environment
• Flexible vacation policy so you can take time off when you need it
• Top-notch work equipment, but we’re happy to get you whatever equipment to get your job done
• Training budget 📚 📖
• Ticket transport 🚋
• Fridays- summer are short days
• ���� 25 days of paid vacation (23 regular days + December 24th & 31st ) + birthday 🏖
• English & Spanish lessons 🇬🇧 🇪🇸
• Flex compensation with Cobee
• Team building activities 🎳🍻🍕
• Referral Bonus if you bring other talented people like you