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Málaga, Spain Hybrid Project Management

Customer Success Team Lead

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Description

It's you who can make an impact! Join our dynamic team as an Customer Success Team Lead and shape tomorrow's innovations! It is the dream job for those passionate about Account Management and crave a vibrant team atmosphere. Apply yourself or drop us a line if you know someone who fits the role. Let's enjoy the engineering and vibrant international environment together! 
We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.

About the role:

As a Customer Success Team Lead, you'll become a part of a cross-functional development team engineering experiences of tomorrow guide and empower a team of Customer Success Managers (CSMs). This role requires a strategic leader who can drive customer engagement, ensure high retention rates, and scale customer success operations. You will be responsible for mentoring your team, optimizing workflows, collaborating with cross-functional teams, and driving key customer outcomes. The ideal
candidate is passionate about customer success, has strong leadership skills, and thrives in a dynamic, fast-paced environment.

Responsibilities

  • Leadership & Team Management:
    • Lead, mentor, and develop a team of CSMs, ensuring their professional growth and success
    • Set performance expectations, monitor key metrics, and provide regular feedback through coaching and performance reviews
    • Foster a culture of collaboration, accountability, and continuous learning within the team
    • Develop and implement scalable processes that enhance team efficiency and effectiveness
  • Customer Strategy & Success:
    • Oversee a portfolio of key accounts, ensuring high customer satisfaction, retention, and expansion opportunities
    • Develop and execute customer success strategies that drive adoption, engagement, and long-term value realization
    • Act as an escalation point for complex customer issues, ensuring swift resolution and proactive communication
    • Analyze customer data and feedback to identify trends and inform proactive engagement strategies
  • Stakeholder Engagement & Cross-functional Collaboration:
    • Work closely with Sales, Product, Marketing, and Support teams to align customer success initiatives with broader business goals
    • Collaborate with Product and Engineering teams to relay customer feedback, influencing product enhancements and roadmap decisions
    • Partner with Sales and Account Management teams to support renewals, upsells, and cross-sell opportunities
    • Represent the voice of the customer in leadership meetings, ensuring customer needs are prioritized
  • Operational Excellence & Process Optimization:
    • Define and track key performance indicators (KPIs) for customer success effectiveness and team productivity
    • Develop standardized processes and playbooks to streamline customer onboarding, adoption, and renewal strategies
    • Leverage CRM and data analytics tools to measure team performance and drive data-driven decision-making
    • Continuously refine best practices to improve the customer experience and enhance customer engagement

Requirements

  • 5+ years of experience in Customer Success, Account Management, or a related field, with at least 2 years in a leadership or mentoring role
  • Proven track record of managing a team, driving customer success initiatives, and achieving retention and growth targets
  • Strong leadership and people management skills, with experience in coaching and performance management
  • Excellent communication and relationship-building abilities, capable of influencing stakeholders at all levels
  • Ability to work cross-functionally, driving collaboration between teams such as Sales, Marketing, and Product
  • Analytical mindset with experience using CRM and data visualization tools (e.g., Salesforce, Tableau, Zendesk, Google Sheets/Excel)
  • Strong problem-solving skills and the ability to handle customer escalations with diplomacy and professionalism
  • Highly organized, adaptable, and capable of managing multiple priorities in a fast-paced environment

What's in it for you

  • Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance and mental health programs, 5 undocumented sick-leave days per year
  • Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy license, language courses and company-paid certifications
  • Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally
  • Long-term employment with 20 working-days paid vacation and local bank holidays
  • Flexibility: 100% remote work mode
  • Opportunities: we value our specialists and always find the best options for them. Our Internal Mobility Program helps change a project if needed to help you grow, excel professionally and fulfill your potential
  • Global impact: work on large-scale projects that redefine industries with international and fast-growing clients
  • Welcoming environment: feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events

About us:

Join a well-established company and a friendly team of professionals. 
Our Delivery Center in Malaga is one of the leading IT hubs in Andalusia – it provides an exceptional mix of vibrant tech talent community, wide-open access to expertise advancement opportunities, hybrid/remote work setup & endless Mediterranean seashore summer.
Seize the perks of global opportunities, local atmosphere and industry-leading clients. 

Be bold, not bored!

Experiences of tomorrow. Engineered together

Interested already?

We would love to get to know you! Submit your application. Can’t wait to see you at Ciklum.

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