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Customer Success Director - Strategy & Performance

On-site in Barcelona·Added yesterday (last checked 27 Oct)

Loyal Guru

7 open roles

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Our summary

Work mode: On-site, Barcelona
Spanish: Fluent
English: Required
Other languages: French
Experience: 8+ years
Benefits: Gym access

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Skills

Requirements

What we're looking for

8+ years of experience in Customer Success, Strategic Consulting, or Account Management, with at least 3 years in a senior leadership role.
Proven track record in driving significant improvements in KPIs such as NPS and NRR.
Prior experience in B2B SaaS environments and fast-scaling companies.
Strong analytical skills and ability to translate data into strategic decisions.
Outstanding leadership, communication, and cross-functional collaboration skills.
Hands-on attitude with a high focus on results.

Nice to have

Deep previous experience working directly with Retail, Grocery (GDO), or Banking clients.

Languages

High level of English & Spanish (spoken and written).
Native level of French

Pay & benefits

What you'll get

What makes working at Loyal Guru different? 💙
🌟 Flexibility & Work-Life Balance
- ⏰ Flexible schedule: Organize your day to work best for you.
- ✨ Reduced hours on Fridays: Enjoy long weekends and all of August with a condensed schedule.
- 🥳 Day off on your birthday: Because celebrating is important!
- 🏖️ 25 days of vacation: Disconnecting is also part of the job.
🚀 Professional Growth
- 📚 Budget for training and language classes: Learn whatever inspires you and level up your career.
- 🚀 Clear career path: Opportunity for professional advancement within the Customer Success or consulting track.
💖 Real Wellness
- 💆♀️ Access to Wellhub and BH Bienestar: Physical and emotional health in balance.
- 🏥 50% discount on health insurance (Sanitas).
🎉 Team Culture
- 🍕🍻🎳 Frequent team buildings: Good vibes inside and outside of work are essential!

The role

We are looking for a Customer Success Director - Strategy & Performance to lead our customer strategy with the goal of maximizing satisfaction, retention, and profitability. This is a key leadership role responsible for driving strategic and operational excellence across the Customer Success function. You will oversee Client Directors and their teams, and work closely with the COO and cross-functional teams to align goals and execute customer-centric strategies.

This senior-level position requires a strong business mindset, data-driven decision-making, and a deep commitment to customer excellence. You'll be a strategic driver of transformation, with a focus on continuous improvement and measurable results.

What you'll do

Design and implement strategies to drive customer retention, satisfaction, and long-term growth.
Lead and mentor Client Directors and their teams, fostering a culture of customer excellence.
Define, track, and continuously improve key KPIs, including:
- NPS (Net Promoter Score)
- NRR (Net Revenue Retention)
- Customer margins
Identify and act on opportunities to optimize operational efficiency across the Customer Success organization.
Serve as a strategic reference point for innovation and best practices in customer management.
Collaborate closely with the COO and other department leaders (Product, Sales, Operations) to ensure strategic and operational alignment with overall company goals.

About Loyal Guru

Loyal Guru is a retail technology company that provides an AI-powered customer data platform (CDP) for physical retail. Their platform helps retailers unify customer data across online and in-store channels to deliver personalized shopping experiences. The company operates globally with a focus on the retail sector, serving clients across Europe and Latin America.

Loyal Guru has its Spanish headquarters in Barcelona, where it runs its product, engineering, and customer success teams. The company is actively hiring international talent for roles in customer success, sales, and engineering, making it a relevant option for professionals looking to relocate to Spain's tech hub.

Industry: Retail Tech
Founded: 2015
Employees: 100–200
Headquarters: Barcelona, Spain
In Spain: Barcelona

Good to know if you are moving

Barcelona-based company with a multicultural, English-speaking work environment.
Offers visa sponsorship and relocation support for international hires.
Focus on retail tech means roles often combine technical skills with customer-facing responsibilities.
Fast-growing startup environment with flat hierarchy and direct impact on product.
Spanish language skills are a plus for customer-facing roles, but English is the working language.

In their own words

About the company & team

At Loyal Guru, we help enterprise retailers, grocers, and financial institutions unlock the power of customer loyalty. Our SaaS platform empowers brands to increase repeat purchase revenue, reduce churn, and deliver personalized experiences that drive long-term growth. We are in a strong scale-up phase, rapidly expanding across Europe and Latin America, and we are looking for talented individuals to help us continue this journey.

All open roles at Loyal Guru