Team Lead, Customer Success (SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Team Lead, Customer Success (SaaS): Leading the Madrid CS hub and managing a team of CSMs while maintaining a portfolio of strategic accounts with an accent on churn prevention, process design, and team development. Focus on driving retention and expansion KPIs, coaching the team through escalations, and integrating AI-native workflows into enterprise customer success.
Location: Must be based in Madrid, with a hybrid work model (up to 2 days home office per week).
Company
is a unicorn-status SaaS company providing an AI-powered platform for transparency and sustainability across global value chains.
What you will do
- Lead, coach, and develop a team of 6-8 Customer Success Managers in Madrid.
- Act as a player-coach by managing a small portfolio of strategic accounts (~25% of time).
- Own team retention and churn prevention by personally stepping into escalations.
- Design and shape core CS processes including health scoring, renewal cadences, and playbooks.
- Drive team KPIs such as gross/net retention, adoption, and expansion.
- Orchestrate cross-functional collaboration between Sales, Product, Support, and Engineering.
Requirements
- 5+ years in B2B-SaaS Customer Success, Technical Account Management, or management consulting.
- Proven people-management experience in a leadership role.
- Fluency in English (Spanish is a plus).
- Ability to articulate complex SaaS implementation, integration, and data concepts.
- Track record of preventing churn and turning around at-risk accounts.
- Must be based in Madrid or able to work from the office.
Nice to have
- Fluency in Spanish.
Culture & Benefits
- Competitive base salary with a performance-based component tied to retention and adoption.
- AI-native team environment with dedicated budget for AI tooling.
- Access to senior leadership and structured organizational support.
- Opportunity to shape product, pricing, and GTM strategies through account signals.
- Hybrid work flexibility with up to 2 days per week from home.
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