Customer Success and Support Manager

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Transformational Business Leader | Proven Success in Revenue Growth, Cost Optimization & Strategic Execution | Global Compliance & Operations Expert

About Dual Link :

Dual Link is a fast-growing, Apple-native POS and management platform designed specifically for the hospitality industry. Trusted by some of the world’s top restaurants, we help venues streamline operations, improve guest experiences, and increase revenue through innovative, integrated solutions.

Role Overview :

We’re looking for a bilingual (Spanish / English) Customer Success and Support Manager to join our team in Alicante. This role is responsible for ensuring client satisfaction from onboarding through to long-term usage. You’ll lead our onboarding efforts, build strong client relationships, and manage our support team to ensure prompt, high-quality assistance to all customers.

Key Responsibilities :

• Own the full post-sale client journey : onboarding, training, ongoing success, and retention.
• Serve as the primary point of contact for client relationships, with a focus on adoption and client satisfaction.
• Deliver product training (on-site and remote) for managers and frontline teams.
• Lead and manage the customer support team, ensuring timely and effective resolution of customer issues.
• Develop and monitor Service Level Agreements (SLAs) for the support team, ensuring that response and resolution standards are consistently met.
• Oversee support processes and tools, identifying areas for improvement.
• Monitor account health and proactively engage with clients to maintain strong relationships.
• Work cross-functionally with product, sales, and development to relay feedback and support needs.
• Identify upsell opportunities and support the growth of existing accounts.

Requirements :

What We Offer :

Seniority level

Employment type

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