Customer Success Manager

We are looking for a passionate, mission-driven and action-oriented Customer Success Manager to join our amazing team. Based in our Barcelona office, as the Customer Success Manager, your goal will be to increase Mitto’s customers satisfaction.

 

In this role, you’ll: 

 

  • Define and execute customer-related strategies to increase the engagement of our users, and redefine them when necessary.
  • Analyze current workflows to identify opportunities for improvement and develop new processes to improve the efficiency of the team.
  • Partner with Product, Marketing, Development, Design and Data Science to improve engagement strategies.
  • Automate reporting for weekly business metrics.
  • Certify the correct KYC process of new users and support users in case of service incidents through different channels, ensuring that the customer experience is always positive.
  • Detect new needs of our users and technical bugs of the service. You’ll be a master of the product.
  • Manage the creation of user support content in different channels and its maintenance.
  • Manage a human team of between 2 and 5 people.
  • Set SMART goals for the team and help team members to hit KPIs

 

Here’s what we’re looking for:

 

  • You have great communication skills and you have experience working closely with Product, Marketing or Tech teams. You are operative, proactive and creative.
  • You have a solid experience in working with CRM, KPIs and dashboards.
  • You are professionally focused on customer experience, user analysis and retention, product improvements and communication to increase customer satisfaction.
  • You’ve got 3 years of experience as a Customer Success Manager. 
  • You’re fluent in Spanish and English. 
  • Bachelor Degree or Master Degree in Business or any other related field will be valued.
  • You are truly open to learning, and you prefer being happy instead of being right.
  • Big challenges are in your comfort zone. You want to grow and learn with us.

 

If you think that every time we buy, we’re deciding the future of our Planet, apply 🙂