Job Title: Customer Success Manager

Department: Customer Success

Reports To: Head of Customer Success

Location: Barcelona, ES

Role Summary: We are looking for a Customer Success Manager to help evolve our Customer Success function toward a more proactive, value-driven model. This role combines strong delivery ownership with commercial and strategic responsibility. In the short term, the focus will remain on managing complex client implementations and ensuring successful delivery. Over time, this person will play a key role in shaping and owning how we drive customer value, including renewals and expansion. Working closely with the Head of Customer Success, this role will contribute to building the foundations of a scalable CS function that balances delivery excellence with long-term growth.

Key Responsibilities

Client Delivery & Project Ownership
– Own the successful delivery of complex client projects from kickoff through launch.
– Manage multiple implementations simultaneously, keeping timelines, risks, and dependencies under control.
– Coordinate internal teams (Sales, Product, 3D, Engineering, Finance).
– Support and guide other CSMs on complex delivery when needed.

Client Management
– Act as the main point of contact for assigned customers.
– Manage expectations and provide clear, proactive communication.
– Drive client accountability to ensure project progress.

Value & Growth
– Identify opportunities to expand the value clients gain from our solutions.
– Contribute to defining customer journeys and value realization strategies.
– Help build processes around renewals and expansion.
– Progressively take ownership of renewals and upsell opportunities.

Required Qualifications
– 3–6+ years of experience in Customer Success, Implementation, or Project Management.
– Experience managing complex, multi-stakeholder client projects.
– Exposure to renewals, upsells, or commercial conversations.
– Strong communication and stakeholder management skills.
– Comfortable operating in a fast-moving, evolving environment.
– Highly organized with strong attention to detail.
– Spanish & English proficiency.

Nice to Have
– Experience in SaaS or technology-driven environments.
– Background in event tech, ticketing, or venue-related industries.
– Experience contributing to Customer Success processes or strategy.

Key Attributes for Success
– Balanced mindset: Able to combine execution excellence with strategic thinking.
– Ownership: Takes responsibility for complex client situations and drives outcomes.
– Customer-focused: Understands and maximizes client value over time.
– Adaptability: Thrives in evolving structures and growing teams.
– Growth-oriented: Progressively takes on commercial responsibility and expansion opportunities.