Customer Success Manager - Proactivanet

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.

• Join a team where talent and people matter most.

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

• Intensive training paid for by the company. We will train you in technical aspects and management frameworks to enhance your skills and boost your career in a highly innovative environment.

• Professional stability, continuity, and career growth in an expanding project. Salary based on the candidate's merit and experience. 

• Additional per diems for travel.

• Corporate benefits program.

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

We are looking for a Customer Success Manager with a solid technical background who can ensure adoption, value, and expansion across strategic accounts, orchestrating people, processes, and tool integration.

As a Customer Success Manager, you will be key to ensuring our clients' success throughout their entire experience with Proactivanet. Your goal: build strategic, trusting, and long-lasting relationships, helping each client achieve their objectives through optimal use of our solution.

• It is not support, implementation, or "just account management": it is a role blending technical and business success.

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

What will you do? (key responsibilities)

• Account success plan: define and facilitate technical roadmaps, KPIs, and governance, providing strategic advisory to clients to align their business goals with Proactivanet.

• Technical/functional onboarding: process-oriented, coordinating with Pre-Sales/Support to drive effective tool adoption.

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

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

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

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

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

• Flexible hours to support work-life balance. No work on Friday afternoons, weekends, or holidays. Intensive summer schedule to enjoy your afternoons off.

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

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

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

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

• Consultative approach, results-oriented, and excellent communication skills.

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

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

• 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).