Customer Success Executive

About the role

Darwin AI is looking for a passionate, proactive Customer Success Executive in Barcelona to build long-term relationships with customers and help them get the most out of its AI platform. The role is about driving adoption and preventing churn, acting as the main contact for clients and offering ongoing support and proactive solutions.

Key responsibilities

• Manage the ongoing relationship with assigned customers as their primary point of contact for support, updates and optimisation of their AI solutions.
• Conduct Monthly Business Reviews (MBRs) to analyse customer satisfaction, discuss AI performance and identify improvement opportunities.
• Follow up proactively with clients to find new use cases, share product updates and make sure they maximise the value of the AI solutions.
• Monitor accounts for churn risk and work with internal teams on strategies to improve engagement and retention.
• Run adoption workshops and training sessions to increase customer proficiency and tool integration.
• Analyse customer feedback and usage data to spot trends and areas for improvement.
• Work with Customer Support, Product and Engineering to escalate and resolve technical issues and give feedback on product improvements.
• Keep accurate records of customer interactions and progress using Planhat and other CRM tools.

Required profile

• Proven experience in Customer Success, Account Management or Customer Experience, preferably in SaaS or AI-driven environments.
• Ability to analyse data and turn insights into customer success strategies.
• Strong communication skills, able to explain complex concepts clearly to non-technical stakeholders.
• Proactive, customer-centric, team-oriented and adaptable to fast-paced, evolving environments.
• A passion for technology, innovation and AI, with a drive to keep learning.

Required skills

• Experience with CRM tools such as Planhat or similar.
• Knowledge of AI implementation and experience with technical troubleshooting is a plus.

What we offer

• Language classes in English, Portuguese and Spanish.
• Complimentary OpenAI Premium license for personal or professional use.
• 25 days of paid vacation and holidays per year.
• Hybrid work: two days a week in the office, the rest remotely.