About the roleThis is a hybrid role, based in Barcelona. Happy Scribe is office-first, remote-friendly. In other words, we aim to spend about 80% of our time collaborating in person from our beautiful office in Gracia.
As our Senior Customer Success Manager, you will build and grow our brand new Customer Success function. Your main priority will be to shape, design, and own our post-sale customer journey, to drive happy customers who retain and grow with Happy Scribe. Key objectives include increasing focus on understanding our customers' goals, identifying a "wow" moment for each customer, and setting a longer-term account plan for our largest customers to drive retention and growth.
You will play a critical role in driving customer satisfaction, ensuring that Happy Scribe's post-sale teams are working in a coherent and collaborative manner to deliver outstanding support, guidance, and maximum value to our customers.
What you'll doYou will collaborate closely with our CEO, André, and cross-functional partners across our business to chart out the Customer Success strategy, roadmap, and pipeline.
Here's what the role involves:
Building our Customer Success function from scratch, establishing a clear vision, shaping a repeatable customer journey for Happy Scribe's largest customers, defining processes and metrics, and hiring a world-class team.
Establishing repeatable processes to guide the full B2B customer journey, including all lifecycle touchpoints from the customer kickoff through renewal and expansion.
Developing and managing scalable customer success resources such as onboarding guides, knowledge bases, and training programs.
Managing crucial customer relationships and leading strategic meetings with top clients to build strong relationships and drive customer value.
Defining clear metrics and KPIs for Customer Success to track, optimize and report on performance.
Offering insights and recommendations to the product, marketing, revenue and leadership teams based on customer feedback to drive customer satisfaction, shape product development, and fuel the growth of our business.
What you will bringFluent in French and English.
5+ years of customer-facing experience: You've seen what a great Customer Success function looks like and you are excited to roll up your sleeves and build it from scratch.
A proven track record working with, retaining, and growing large customers in a revenue-carrying role.
Experience optimizing processes based on data and key metrics, balancing efficiency with quality.
Exceptional interpersonal and communication skills, enabling you to build relationships with clients and key stakeholders.
A pragmatic approach to customer satisfaction, balancing a quality-focused service mentality with opportunities for automation and optimization.
Experience in people management is beneficial but not a must.
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