Onboarding & Customer Success Manager (SaaS)

TL;DR

Onboarding & Customer Success Manager (SaaS): Managing the implementation of digital transaction solutions for new customers with an accent on seamless integration and long-term product adoption. Focus on optimizing onboarding processes, monitoring success metrics, and driving customer retention and growth.

Location: Hybrid in Valencia or Barcelona, Spain

Company

hirify.global is a European leader in secure digital transactions, specializing in identity verification, KYC, and electronic signatures.

What you will do

• Lead the implementation and onboarding of company solutions for new customers.
• Analyze and optimize functional and technical onboarding processes to improve efficiency.
• Build long-term relationships with customers to ensure satisfaction and high product adoption.
• Track key success metrics like NPS, churn, and MRR using Salesforce, Hubspot, or Hotjar.
• Collaborate with Sales, Product, and Development teams to create a cohesive customer experience.
• Identify upsell opportunities and implement strategies to keep churn below 5%.

Requirements

• Must be based in or able to work from Valencia or Barcelona in a hybrid setup.
• Fluent English and Spanish language skills.
• 2-3 years of experience in project management, process management, or customer success, ideally in SaaS.
• Bachelor's degree in Business Administration, Engineering, or a related field.
• Strong data analysis and process mapping skills to identify bottlenecks.
• Familiarity with Agile/Scrum frameworks and project management tools.

Nice to have

• Fluency in French.
• Certifications in Agile, Lean, or platforms like Salesforce, AWS, or Microsoft.

Culture & Benefits

• Flexible hybrid work setup and flexible working hours.
• Summer intensive working schedule and intensive Fridays throughout the year.
• Health Insurance for employees and 50% coverage for children.
• Flexible benefits provided through Coverflex.
• Access to specialized technical training platforms.
• Birthday day off.

Hiring process

• HR Discovery Call (30 min).
• First interview with the direct report.
• Business case assignment.
• Second interview with business case feedback.
• Reference check.