Customer Success Manager

Allason Consultores SL is part of Strasshill Holdings Limited, an international group with more than 140 professionals worldwide and one of the biggest players in the classified ads sector. We operate in 29 countries, constantly expanding our reach while improving our methodologies, technology, and customer-centric strategies in a hybrid and flexible work environment.

We are looking for a Customer Success Manager to lead our Customer Success operations in Valencia, Spain. This role is essential for ensuring clients achieve maximum value from our digital products, driving satisfaction, retention, and long-term growth. You will manage a team of specialists, define effective processes, and work cross-functionally with Product, Sales, Marketing, and Technical teams to scale customer success initiatives globally.

WHAT YOU WILL DO Team Leadership & Management • Lead, mentor, and develop a team of Customer Success Specialists, fostering a culture of excellence, ownership, and customer-first thinking. • Establish performance KPIs, monitor results, and implement continuous improvement initiatives. • Coordinate team workflows, prioritization, escalations, and resource planning.

Customer Success Strategy • Define, implement, and refine the customer success roadmap, including onboarding, lifecycle management, retention, and expansion opportunities. • Develop scalable processes, playbooks, and best practices to enhance the customer journey. • Identify customer behavior trends, product adoption patterns, and risk indicators to reduce churn proactively.

Client Relationship & Post-Sales Excellence • Act as a strategic partner for key accounts, ensuring long-term satisfaction and product value realization. • Oversee high-quality onboarding programs, ensuring clients fully adopt and optimize our product offerings. • Manage complex cases or escalations, coordinating with internal teams to deliver effective solutions.

Cross-Functional Collaboration • Work closely with Product, Sales, and Technical Support to improve product usability, feature adoption, and overall customer experience. • Provide structured, data-driven customer feedback to internal teams to support product evolution. • Collaborate with the Community & Engagement Team to develop customer education content, materials, case studies, and success stories.

Reporting & Insights • Monitor performance through dashboards, customer satisfaction metrics, usage analytics, and retention indicators. • Present periodic business reviews to internal leadership and key stakeholders. • Maintain accurate documentation and reporting through CRM and support tools.

WHO WE ARE LOOKING FOR • Proficiency in Italian and English. Strong command of Spanish and/or Portuguese is highly valued. • 5–7 years of experience in Customer Success, Account Management –preferably in digital, SaaS, or tech-driven companies. • At least 2 years of experience managing teams or leading customer-facing operations. • Strong analytical skills with experience working with customer metrics, dashboards, and CRM systems. • Excellent communication, leadership, and interpersonal abilities with a strategic mindset. • Proven experience in reducing churn, driving product adoption, up-cross selling and improving customer satisfaction. • Highly organized, proactive, and capable of managing multiple priorities in a fast-paced environment.

WHAT WE OFFER By joining our company, you will have the opportunity to: • Become a key leader in a dynamic, inclusive, and international environment. • Competitive salary and performance-based reward system. • MBO (annual bonus) aligned with customer success KPIs. • Private health insurance. • Exclusive benefits platform. • Hybrid workplace model (2 remote days per week). • Annual training budget (500€) for professional development.