What we are looking for

• 3+ years in Customer Success / TAM / Consulting in technology environments (ideally SaaS).

• Knowledge of ITIL (ideally ITIL 4 Foundation or higher).

• Conversational technological literacy: conceptual understanding of API/SSO/Directory/CMDB/Discovery to lead the conversation and translate needs into requirements for technical teams.

• Native/C2 Spanish and minimum C1 English (meetings and documentation).

• Consultative approach, results orientation, and excellent communication skills.

• Stakeholder management: working with sponsors, IT areas, and business; ability to prioritize a value backlog and coordinate with Consulting/Support/Product.

Desirables

• Intermediate ITIL certifications, ISO 20000/27001 or other related ones.

• Experience with enterprise clients in Spain and with Security/Compliance areas.

• Experience with ITSM/ITAM platforms (e.g., Proactivanet, ServiceNow, Jira Service Management, BMC, Ivanti, ManageEngine, Freshservice).

What do we offer you?

We are aware that talent is our greatest asset and we strive to take care of it by offering you an equitable, diverse, and inclusive environment:

• Be part of a leading project with international expansion.

• Integrate into a team where talent and people are the most important thing.

• Learn, grow, and contribute in an innovative, collaborative, and dynamic environment.

• Remote work from Spain, with availability to travel occasionally to our offices in Gijón and to visit clients in different regions of Spain.

• Flexible schedule to facilitate work-life balance. No work on Friday afternoons, weekends, or holidays. Intensive summer schedule to enjoy free afternoons.

• Intensive training paid for by the company. We will train you in technical aspects and management frameworks that will allow you to improve your capabilities and boost your professional career in a highly innovative environment.

• Professional stability, continuity, and professional growth in an expanding project. Salary based on the value and experience of the candidate. 

• Additional per diems in case of travel.

• Corporate benefits program.

If you are passionate about building strong relationships, motivated by the success of your clients, and love working in a team within a technology environment in full expansion…

We would love to meet you!

At Espiral MS, a technology company certified by Great Place to Work®, we are looking to incorporate a person for the position of Customer Success Manager, to join the commercial team of Proactivanet®, a leading tool in ITSM (IT Service Management) and ITAM (IT Asset Management) in Spain and Latin America.

About us

We are a company with presence in 5 countries, more than 500 large client organizations worldwide and a team of more than 100 professionals passionate about technology and service.
We are experiencing a stage of growth and international expansion, and our culture is based on three fundamental pillars:

• Commitment to people.

• Commitment to the success of our clientele.

• Commitment to excellence in everything we do.

At Grupo Espiral, we believe in teamwork, continuous learning, and enjoying the journey while achieving great results. We are also certified by Great Place to Work®, which recognizes us as an excellent place to work.

Your mission

We are looking for a Customer Success Manager with a solid technical base capable of ensuring adoption, value, and expansion in strategic accounts, orchestrating people, processes, and tool integration.

As a Customer Success Manager, you will be key to guaranteeing the success of our clients throughout their entire experience with Proactivanet. Your objective: build strategic, trusting, and lasting relationships, helping each client achieve their goals through the optimal use of our solution.

What will you do? (key responsibilities)

• Success plan per account: define and facilitate technical roadmaps, KPIs, and governance, strategically advising clients to align their business objectives with Proactivanet.

• Technical/functional onboarding: process-oriented, in coordination with Pre-sales/Support to promote the effective adoption of the tool.

• Adoption and change: drive communications, training, and adoption according to each client profile, coordinating technical actions with Consulting/Support when applicable.

• Voice of the customer and value: collect structured feedback, document use cases/ROI, prepare executive reports, and generate references.

• Portfolio management: prioritize high-impact actions, mitigate churn risks, and identify expansion (up/cross).

• Metrics: GRR >95%, NPS > +45, Churn <3%, TTFV ≤30 days, TTV ≤90 days, license utilization >85%.

What this position is NOT

• It is not support, implementation, nor "just account management": it is a technical and business success role.

• It is not pure pre-sales: although you will collaborate closely, the focus is adoption, value, and renewals.