Customer Success Lead

Company Description

Role Overview: As a Customer Success Lead with a strong focus on data analysis, you will play a pivotal role in understanding and leveraging metrics, specifically Customer Churn and Monthly Recurring Revenue (MRR) Expansion. You will utilize your expertise in data analysis and synthesis to develop and implement strategies aimed at reducing preventable churn and identifying opportunities for upselling and cross-selling based on customer needs and potential demands. Your exceptional proficiency in Google Sheets / Excel and ability to create professional reports and dashboards will be critical in driving our data-driven initiatives.

Job Description

Key Responsibilities:

• Lead and manage a team of 25+ employees, including 3 Team Leads reporting to you, ensuring high performance and morale.

• Act as Project Manager leadingLead local initiatives by coordinating with internal and external stakeholders, including operations, product teams, clinic managers, and other third parties.

• Collaborate with the Head of CS to enhance team engagement and performance through effective management and motivational strategies.

• Execute and monitor the global CS Enterprise strategy locally in Spain, setting SMART objectives, and ensuring all monthly targets are achieved.

• Conduct thorough data analysis to understand customer behavior, identify churn risks, and uncover opportunities for MRR expansion.

• Develop and implement strategies for upselling and cross-selling across all Docplanner products to maximize revenue from existing customers.

• Create and maintain comprehensive reports and dashboards using Google Sheets to track key metrics and performance indicators.

• Serve as an escalation point for critical or urgent customer issues, ensuring prompt and effective resolution.

• Engage with Senior Management and various stakeholders to provide insights and recommendations based on data analysis.

• Support the quarterly budgeting and forecasting process, focusing on headcount, Customer Success revenue, and churn management.

Qualifications

Hard Skills:

• Minimum of 3 years of experience in Customer Success, experience working in the field of Business Intelligence or related experience is a clear plus

• Proven experience in data analysis, with a strong focus on metrics related to Customer Churn and MRR Expansion.

• Exceptional proficiency in Google Sheets, including advanced formulas, graphs, pivot tables, and data visualization.

• Experience with CRM systems, indicators, and dashboard creation.

• Proven experience in working with SaaS products and services

• We work in a global environment - advanced English proficiency is required (C2 level)

• University degree is desirable.

Soft Skills:

• Strong analytical skills with a passion for data-driven decision-making.

• Hands-on, a doer that loves being in the details and can properly assess outsourcing vs. doing things him/herself.

• Ability to work in a fast-paced environment and meet strict deadlines.

• Autonomous and super proactive, with a strong personality and a straightforward communication style.

• Structured and detail-oriented approach to work, with a constant drive for improvement.

• Enthusiastic about customer success and leveraging technology to enhance customer experiences.

• Ability to internalize company values and lead by example.

• Open to innovative ideas and creative solutions for enhancing team efficiency and customer satisfaction.

Preferred Traits:

• Enjoy organizing and participating in team events and after-work activities.

• Open-minded and adaptable with a positive attitude.

Additional Information

We offer:

• 💶 Competitive salary
• 👩‍💻 Hybrid Work Model
• ⚕️ Private health plan
• 🎂 Birthday day free
• 💪Andjoy.
• 👩‍🎓 Free English/Spanish classes
• 🧠 IFeel
• 📈 Share options plan after 6 months working with us

Promovemos y adoptamos la igualdad de oportunidades en nuestro proceso de selección, y también todos los días en el trabajo. Cuando solicites nuestras vacantes, recibirás el mismo trato independientemente de tu edad, discapacidad, reasignación de género, estado civil o de pareja civil, estado de embarazo o paternidad, raza, color, nacionalidad, origen étnico o nacional, religión o creencias, sexo, orientación sexual o cualquier otra dimensión de la diversidad humana. Si necesitas apoyo adicional en tu proceso de selección, te animamos a que nos lo hagas saber. Detrás de estas palabras que estás leyendo, hay una persona (¡hola!) que ya ayudó a un candidato adaptando las entrevistas, y ahora tenemos la suerte de tener a esta persona con nosotros. Entonces, incluso si nunca antes lo has pedido, que esto sirva como una señal de que, ahora, puedes hacerlo. Solo podemos ser verdaderamente iguales si nos adaptamos unos a otros. "Creemos que todos los humanos, en toda su hermosa diversidad, deben tener los mismos derechos, dignidad y respeto. Período." Mariusz Gralewski, CEO

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Responsable: DOCTORALIA INTERNET, S.L Finalidad: para gestionar la solicitud de empleo y para poder contactar con los candidatos cuando contemos con un puesto que se adecúen a sus aptitudes.
Legitimación: base legal de interés legítimo.
Destinatarios: el Responsable y otras empresas del grupo DocPlanner, y encargados externos del tratamiento de datos personal solo para finalidades indicadas.
Derechos: acceso, rectificación y supresión de los datos, así como otros derechos expresados en nuestra política de privacidad.