Customer Success Manager

We are looking for a person who is extremely oriented toward the client but also toward the business. Ideally:

• 2-5 years of experience in Customer Success, Account Management, or similar roles
• experience in SaaS or technology
• ability to manage a client portfolio
• experience in onboarding and adoption
• skill in maintaining conversations with founders and business owners
• ability to detect risks and opportunities
• commercial mindset
• comfort talking about upsell and expansion
• analytical capacity
• organization and autonomy
• excellent communication

We will especially value experience working with SMBs, SaaS, fitness, health, wellness, or digital businesses.

Language: the day-to-day with clients is in Spanish. You will speak every day with founders and business owners in Spain, so you need a native or equivalent level. Working English is sufficient for everything else.

Fitai is building a new way to operate health and wellness businesses.

We help existing businesses grow without that growth generating proportionally more manual work, more tools, more staff, and more complexity.

But selling Fitai is only the beginning. For us, true success occurs when our clients incorporate Fitai into their operations, achieve results, and discover new ways to grow their business with us.

That is why we are looking for the person to lead that relationship.

You will be responsible for converting new clients into activated, successful, retained, and increasingly valuable clients for Fitai. Your ownership begins when Sales closes the deal and continues throughout the entire customer lifecycle. You will report to the CEO and GTM leadership.

Your mission can be summarized as follows: Activation → Adoption → Value → Retention → Expansion.

We are not looking for a customer service profile. We are looking for someone who understands the client's business, helps them get the most value out of Fitai, and is capable of detecting new growth opportunities within the account.

1. Lead onboarding

You will be responsible for ensuring that every new client reaches value as soon as possible. This involves:

• understanding their business and operations
• defining what success means for that account
• configuring and accompanying the implementation
• facilitating migration and adoption when necessary
• training the client
• resolving blockers
• ensuring that the first milestones occur quickly

The goal will not simply be to "finish onboarding." It will be to get the client to think: "Now I understand why I needed Fitai."

1. Drive adoption and value

Once activated, you will have to ensure Fitai becomes a relevant part of their operation. To do this:

• you will analyze usage and adoption
• you will identify underutilized features or workflows
• you will perform proactive follow-ups
• you will detect risks before they turn into churn
• you will help the client incorporate new capabilities

We do not expect the client to have to write to us for us to act. We want to build proactive Customer Success.

1. Understand the client deeply

You will maintain periodic conversations with founders and business managers. We need to understand:

• how their business is evolving
• what new problems are appearing
• where manual work still exists
• what is limiting their growth
• what value they are obtaining from Fitai
• what they will need within six months

That knowledge will also be a fundamental source of information for Product, Sales, and GTM.

1. Protect revenue

You will have ownership over account health. This includes:

• detecting risk signals
• working with low-adoption accounts
• understanding the causes of potential churn
• managing renewal conversations when appropriate
• building recovery plans
• identifying patterns that allow for improved global retention

We do not want to find out that a client has a problem when they decide to cancel.

1. Generate expansion

Customer Success will also be a revenue function. As clients grow, you must identify opportunities for upsell, cross-sell, increased usage, incorporation of new services or capabilities, and expansion within the account.

The sale must arise from value. First, we understand the business. Then, we detect where Fitai can contribute more. And then, we propose the appropriate expansion.

1. Build Customer Success with us

We are building the model. We expect you to help us define and improve:

• onboarding
• activation milestones
• health score
• follow-up cadences
• risk signals
• anti-churn playbooks
• expansion triggers
• renewal processes
• customer feedback loops

You will not just manage accounts: you will help build the system with which we will manage hundreds of them.

• €23,000-26,000 gross annual fixed salary, plus a variable of €3,000-5,000 linked to objectives (OTE of €26,000 to €31,000).
• Full-time, on-site/hybrid from Lanzadera, in Valencia.
• Start date scheduled for September 2026.

We are not looking for a reactive support profile. We are not looking for someone whose job is solely to resolve tickets. Nor are we looking for someone who considers that selling and Customer Success are completely separate worlds.

We are looking for a person who understands that helping the client obtain more value and generating more revenue for Fitai can—and should—be perfectly aligned.

Your main metrics will be related to:

• activation rate
• time-to-value
• adoption and usage
• retention
• churn
• Gross Revenue Retention
• Net Revenue Retention
• MRR expansion
• upsell and cross-sell
• account health
• customer satisfaction and advocacy

And especially: are our clients obtaining increasingly more value from Fitai?