Onboarding & Customer Success Manager (SaaS)

TL;DR

Onboarding & Customer Success Manager (SaaS): Managing the implementation of company solutions for new customers, ensuring successful onboarding and seamless integration into the product ecosystem with an accent on process optimization and risk mitigation. Focus on building and maintaining strong customer relationships, monitoring product adoption, and identifying upsell opportunities to drive customer retention and MRR expansion.

Location: Flexible hybrid work set up in Valencia or Barcelona.

Company

hirify.global is the Europeen champion of complete and secure digital transactions, automating transactional processes from identity verification and KYC to electronic signature and legal archiving.

What you will do

• Manage and lead the implementation of company solutions for new customers, ensuring successful onboarding and seamless integration.
• Analyze existing projects and processes from functional and technical perspectives, identifying improvement areas.
• Build and maintain strong, long-term relationships with assigned customers, acting as the primary point of contact after onboarding.
• Monitor customer engagement with the product, proactively offering tips, best practices, and strategies to enhance product usage and adoption.
• Track key success metrics (e.g., Net Promoter Score, churn, upsell opportunities) and report them in platforms like Salesforce, Hubspot, or Hotjar.
• Work closely with cross-functional teams (Sales, Product, Development, and Support) to provide an integrated and cohesive customer experience.

Requirements

• 2-3 years of experience in project management, process management, or customer success, ideally in SaaS or consulting environments.
• Bachelor's degree in Business Administration, Engineering, or related fields.
• Strong understanding of process management and continuous improvement methodologies.
• Excellent communication and team leadership skills.
• Ability to manage multiple projects and balance competing priorities.
• Spanish & English Fluent - French is a plus.

Nice to have

• Certifications in project management (Agile, Lean, etc.) or relevant software platforms (Salesforce, AWS, Microsoft) are a plus.
• Familiarity with project management tools and frameworks (Agile, Scrum, etc.).
• Experience using project management and process visualization software.

Culture & Benefits

• Flexible hybrid work set up
• Flexible working hours
• Summer intensive working schedule & Intensive workday on Fridays (all year long)
• Health Insurance for you and 50% on each kids
• Flexible benefits (Coverflex)
• Access to specialized technical training platforms & Celebrate your birthday with a day off

Hiring process

• HR Discovery Call (30 min)
• 1st interview with our business (direct report) & Business case
• 2nd interview with our business & business case feedback & Reference check