Customer Success Manager

Job description

About Smart Protection

At Smart Protection we fight the piracy of audiovisual content and product counterfeiting on the internet. We do this by combining the capabilities of our technology platform with those of our team of data analysts.

We do it in a three-phase process: We capture large amounts of information online (big data), analyze it to identify violations (machine learning) and eliminate them (legaltech) on each platform that hosts them. In this way, we minimize the negative effects that illegal actions have on our clients' sales and on the reputation of their brand.

Smart Protection was founded in 2015 and during the five last years we have become a great Scale-up company reaching the 150 employees with almost 20 nationalities in our team. Our values are our DNA as a company and we live them everyday as a team to become an Unicorn company in 2025: Teamwork, Overachievement, Agile, Customer-Centricity and Innovation.

Do you want to join the fight against piracy and counterfeit?

Your mission

Customer Success Manager (CSM) must support and accompany our customers maintaining an exceptional relationship to ensure the best possible customer experience, achieve 0 churn and increase sales.

What you will do

• Manage the client portfolio.

• Manage contracts with clients.

• Lead customer onboarding, guaranteeing the best onboarding experience.

• Support in the design of procedures to optimize the customer experience.

• Promote and maintain the level of satisfaction in the portfolio.

• Identify additional needs, manage the customer's roadmap and make

additional offers.

 • Act as the voice of our clients internally, listening and communicating their concerns.

• Review and negotiate the renewal of contracted services making sure to keep the companies in your portfolio.

• Analyze customer data and write reports of the results.

• Write reports for clients to inform them about our work.

• Work closely with Service Delivery and Product to help the customer.

Job requirements

What you will need

  • Recommended between 2-4  years as CS or similar roles in B2B technology companies.

  • Customer Orientation.

  • Achievement Orientation
  • Communication Skills
  • Initiative
  • Analysis Capacity 
  • Strategic thinking
  • Experience working with CRM tools, preferably Salesforce.
  • Languages: English (C2). A third language is valuable.

What do we offer?

  • A continuously growing Spanish scale-up within a global playing field
  • More than 20 different nationalities within an ambitious and always smiling team
  • The opportunity to execute and implement your own ideas and initiatives
  • Flexible schedule around 09:00 to 18:00 from Monday to Thursday and Friday around 09:00 to 15:00.
  • Location: Santiago Bernabeu area (Madrid). Remote friendly
  • Competitive salary (to negotiate).

What’s it like to work at Smart Protection:

  • Smart Protection is an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity. If you have a disability or special need that requires accommodation, please let us know.
  • Flexible remuneration: restaurant tickets, transport tickets, healthcare, and childcare.
  • If you want to grow professionally and personally, meet new people, learn from the best professionals and work in a Spanish scaleup with clients all over the world, then we are waiting for you!
  • All the gear you need.
  • Regular fun team events.
  • And last but not coffee, fruits & tea!

If you want to grow professionally and personally, meet new people, learn from the best professionals and work in a Spanish scale up with clients all over the world, then we are waiting for you!

*Please submit your application in English