Customer Success Manager - Madrid/Barcelona

About the role

MyTraffic, a location intelligence platform serving more than 500 customers across Europe, is hiring a Customer Success Manager for its Madrid or Barcelona office. You will work on the mid-market segment focused on the France region, in a team of nine CSMs reporting to a Lead CSM under the Head of Customer Success. The company is launching an AI-powered product and is looking for someone who wants to drive change through AI.

Key responsibilities

• Deliver early, consistent value to clients so they see concrete results from the Gini conversational AI tool linked to their business needs.
• Onboard, activate and follow each account with a usage-centric approach, tracking who uses Gini, how and for what.
• Turn client goals into workflows, projects and new use cases in Gini, and run monthly check-ins, training and best-practice sharing.
• Proactively monitor portfolio performance and anticipate risks, and act as a trusted advisor to technical and business stakeholders.
• Bring customer needs, objections and usage patterns back to product teams and help shape processes and the product.
• Generate upsell opportunities and client testimonials, and lead quarterly business reviews with Sales.
• Influence clients to become advocates through public speaking events, testimonials and success stories.
• Contribute to the CSM team structure, cross-functional projects and automation of success processes.
• Ensure best-in-class adoption of Customer Success tools and reporting (HubSpot, Claude, ChatGPT, Mixpanel).

Required profile

• Bilingual in French and English; Spanish is a plus.
• At least 3 years in a CSM role in B2B SaaS on a complex solution, or data and/or GenAI experience.
• Experience managing a significant portfolio of key accounts, with a proven track record on client satisfaction.
• Understanding of sales cycles, anti-churn strategies and portfolio expansion.
• Open to visiting clients on site periodically for workshops, QBRs or to respond to their challenges.

Required skills

• Ability to explain LLMs, agents and tokens clearly to any audience.
• Strong communication with technical and non-technical stakeholders.
• Organised, resilient and able to coordinate across teams.

The recruitment process includes a 15-minute screening call, a 30-minute meeting with the future manager, a 45-minute business case, a 45-minute values interview and a 30-minute meeting with the Head of Customer Success.