Customer Success Manager EU-Fr.

• Experience: +5 years of proven experience as a Customer Success Manager, Account Manager, or Consultant, preferably in SaaS B2B or the Retail Tech / MarTech space.

• Languages: Native Spanish (Must-have) and Fluent English and French.

• Analytical Skills: Strong ability to interpret data and metrics to guide client strategic decisions and optimization efforts.

• Commercial Mindset: Ability to spot and pursue growth opportunities (upsell/cross-sell) while maintaining a high-touch, consultative approach.

• Organization: Excellent time management and organizational skills to effectively balance internal administrative tasks with dedicated client success time.

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

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).

• 🧘♀️ Yoga classes in the office.

🎉 Team Culture

• 🍕🍻🎳 Frequent team buildings: Good vibes inside and outside of work are essential!

Can you picture yourself working with us?

If you're a results-driven professional with a native understanding of the Italian market and a passion for helping clients succeed with cutting-edge SaaS, we want to hear from you! Are you ready to help us build the future of customer loyalty?

Hello! 👋 We're seeking an ICustomer Success Manager (CSM) to join our international team. This is a mid-level role where you will be the strategic, high-touch point of reference for our key Enterprise and Mid-Market accounts in the Italian Retail and Grocery sectors. Your mission is to move beyond mere retention and act as a true strategic partner, ensuring our clients maximize the value derived from our loyalty and data platform, driving their long-term success.

• Portfolio Management: Autonomously manage a portfolio of Italian Enterprise/Mid-Market accounts, building and maintaining solid relationships with key stakeholders.

• Onboarding & Adoption: Guide new clients through the onboarding process, ensuring rapid platform adoption and achieving initial business goals (Time-to-Value).

• Loyalty & CRM Campaign Strategy: Strategize, manage, and optimize CRM campaigns focused on customer engagement and loyalty programs.

• Consulting & Data-Driven Recommendations: Analyze customer data and metrics to support clients with proactive, consultative recommendations for improving their activities and customer engagement.

• Strategic Time Allocation: Dedicate approximately 20 hours/month per key account for strategic consulting, Quarterly Business Reviews (QBRs), and campaign optimization.

• Operational Efficiency: Strictly manage your time allocation. You will be expected to minimize internal administrative tasks to stay within the assigned internal budget, maximizing the billable time dedicated to client growth.

• Retention & Upsell: Secure contract renewals and proactively identify Upsell and Cross-sell opportunities within your portfolio.

• Voice of the Customer: Gather valuable feedback from the Italian market and collaborate closely with the Product and Sales teams to constantly improve our offering.