Senior Customer Success Manager

Spain, Full time

Who we are:

Marfeel is a publishing platform that revolutionizes the way publishers create, optimize and monetize mobile websites. Over 500 publishers distributed all over the world use Marfeel to serve almost half a billion mobile sessions, every month.

Since our beginning in 2011, Marfeel has been recognized by Inc5000 as the nº 1 Fastest-Growing Marketing and Advertising Private Company in Spain and was named as one of Europe’s 1000 fastest-growing companies by the Financial Times in both 2017 and 2018. As a Google Certified Publishing Partner, we were awarded a Google Innovation prize for our work designing and producing new publishing innovations. 

The launch of Marfeel Compass in 2021 is the beginning of a new chapter. Marfeel Compass brings the data-driven revolution to newsrooms everywhere. Our tool provides our customers with the data they need in real time, giving them the edge to make informed decisions and drive their audience growth and engagement. 

Our international team is made up of over 25 different nationalities. With headquarters in Barcelona and a teams in Bogotá and Madrid, our people and our diversity are the reason behind our world-class products, and we’re still innovating.

The Role:

The Customer Success philosophy is core to Marfeel’s value and is transversally present in everything that we do. From requirements gathering to product development and prioritization, we take our customer’s input as a key vector of our success.

As a Customer Success Manager at Marfeel, you will own the full lifecycle of our customers. From onboarding to renewals and upsell, you will be empowered to drive your portfolio toward success, advocacy, and to expand. Your main responsibility will be to help our customers to reach their expected outcomes by leveraging all the power that our products deliver as well as identifying opportunities for new product developments.

In addition to the daily operational tasks, we also encourage our CSMs to proactively engage with process improvements and new ideas to improve the quality of life of our customers and our team.

This is what you will do:

  • Have complete and full control of each account - you will be the person who knows the most about your customers within Marfeel
  • You will manage a portfolio of around 20-30 customers with a High Touch approach
  • Be responsible for the onboarding, customer advocacy, expansion and retention. By handling the full lifecycle, you have the final say when it comes to your customer
  • Nurture a close relationship with the key stakeholders of our customers, from operations to C-Level
  • Investigate and understand customers’ strategies and desired outcomes so you can set clear goals and objectives
  • Lead and manage multiple projects in parallel, both with customers and internally
  • Create and deliver compelling presentations both operational and executive (Projects presentations, Performance Reviews, Executive Business Reviews, etc)
  • Gather and communicate customer requirements and feedback in a clear, objective and actionable manner
  • Convert our customers into our advocates and champions
  • Be an active actor in our constant quest to improve our customer experience as well as our internal processes by identifying improvement points and leading projects to implement those changes

This is you:

  • At least 5 years of work experience in a customer-facing position in a digital SaaS environment
  • Fluent in Spanish and in English is a must. Any other language will be highly valued
  • Communication is the base of what we do and you master the art of active listening and delivering your message in a clear and objective manner
  • You have a curious mind, always eager to learn new concepts and put them to practice in your day-to-day
  • You understand the power of information and knowledge and you are not easily satisfied with shallow answers. You like to understand the world around you and are not afraid of asking the relevant questions.
  • Outstanding organizational skills and experience managing multiple projects and tasks simultaneously
  • You have the ability to work closely and productively with different teams' profiles, such as product, tech, sales and marketing
  • You are pragmatic and are always finding new & creative ways to get things done
  • You are always thinking three steps ahead. You have a strategic mindset and are able to see both the forest AND the trees.
  • Solution-oriented mindset. You have an eye to detect business issues and you are eager to find solutions for them. You understand that the most important thing is to know what is really important. Prioritization is key.
  • For you, Good is not good enough. Excellency is key.
  • You are a team player. You like to share your knowledge and help people toward success

We will be further impressed if you:

  • Have experience in the Publishing industry 
  • Have knowledge of SEO
  • Have experience with publishing analytical tools such as Google Analytics
  • Speak any additional languages
  • Have any knowledge of HTML5 and/or CSS

This will be you as part of the Marfeel team:

  • Option to work full remote or hybrid
  • Open-space, light-filled and eco-conscious office with large sunny terrace (BCN based)
  • Unlimited office refreshments including coffee, tea & soft drinks (BCN based)
  • Hybrid working set-up and support with your home office
  • Free language and personal training classes at the office/online
  • Subsidized monthly plan to a huge network of health & wellness centres (Andjoy)
  • Transport, restaurant & kindergarten tickets
  • Subsidized health insurance for you and your partner/family
  • Flexible working hours and early finish on Fridays
  • Extra loyalty vacation days
  • Access to training platforms, courses & materials
  • Referral bonus for talent brought to us by you
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