Customer Success Manager

Spacewell is a leading provider of workplace and energy management solutions, offering cutting-edge technologies to optimise commercial spaces' performance, sustainability, and efficiency. Our product suite includes Spacewell Workplace, Spacewell Maintenance and Spacewell Energy (formerly DEXMA). These solutions help thousands of facility managers and energy managers worldwide to create smarter, more engaging workplaces, reduce energy consumption and achieve sustainability targets.

At Spacewell, we are full of contagious energy, hard work, and passion for what we do. We are fully committed to encouraging an environment where everyone is heard and feels a sense of belonging. We are proud to have a multicultural team that acknowledges a variety of backgrounds, skills and perspectives.

The Opportunity

We are looking for a Customer Success Manager, who will have the mission of executing the Customer Success strategy planned. She or he will be part of the Customer Success Management team based in Barcelona, and will contribute to the optimal health of her / his customers assigned, assuring retention and promoting expansion among them.

She / he will be requested to follow the best practices of the Spacewell Customer Success function, segmenting the customer base properly, creating the best expansion strategy for the customers assigned, and ensuring that these customers thrive, by providing exceptional service, fostering lasting relationships, and contributing to product enhancements.

On the customer management side, the Customer Success Manager will act as a subject matter expert, willing to prescribe the best solution to our customer base. On the reporting side, she / he will follow Customer Success targets and KPI’s, according to the directives given by the Customer Success Leader (and the Organisation KPI’s).

The Customer Success Manager will play a crucial role in maximizing customer retention, growth, and overall satisfaction.

Key Responsibilities :

• Customer Onboarding : Guide new customers through a seamless onboarding process, contributing to a seamless experience towards solution proficiency. It’s key to identify needs, such as custom training sessions, extra support, implementing the right professional services to walk the extra mile, and fill the product and service gaps, to maximize the customer first touch with Spacewell SaaS platform.
• Account Management : Cultivate strong relationships with key accounts, understanding their unique business success factors, and collaborating with internal teams to deliver solutions aligned with the identified customer goals.
• Product Expertise : Develop an in-depth understanding of Spacewell SaaS product, enabling the ability to address technical inquiries, provide demos, and guide customers in maximizing their value.
• Customer Advocacy : Identify and collaborate with successful customers to create compelling case studies, testimonials, and references that showcase the tangible impact of our solution.
• Retention : Proactively engage with customers to identify and address concerns, preventing potential churn by implementing strategies to enhance customer satisfaction and loyalty.
• Feedback Collection : Act as the voice of the customer, collecting and communicating feedback on product features, usability, and overall satisfaction to inform product development and marketing strategies.
• Usage Analytics : Utilize data and analytics tools to monitor customer usage patterns, identify upselling or cross-selling opportunities, and collaborate with the sales team to capitalize on these opportunities.
• Reporting : Provide regular, clear, and concise reports on customer success KPI’s, customer health, and overall satisfaction to communicate the status of customer accounts and highlight areas for improvement or additional support.

Key Qualifications :

Requirements :

We offer

Team values

If you are a strategic leader passionate about energy efficiency and ready to take Spacewell Energy’s sales to the next level, we want to hear from you!

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