Enterprise Customer Success Manager
Pactum AI, Inc.Barcelona, Cataluña, EspañaHace 6 días
Descripción del trabajoDrive stakeholder engagement and adoption through customer training sessions (e.g., lunch & learns, office hours, 1 : 1 “train-the-trainer”). Identify adoption barriers and collaborate with Account Managers to design creative, results-oriented solutions. Co‑lead QBRs with Account Managers, owning the analysis and presentation of customer results. Monitor success KPIs to proactively identify trends and signal customer health in real time. Collaborate with Account Managers, Implementation, and Product / Data Science teams to align strategy, feedback, and execution. Oversee onboarding milestones and deliverables to ensure timely, high‑quality results. Build strong relationships with operational stakeholders (procurement managers, platform users). Leverage standardized templates and workflows to ensure consistency and excellence across engagements. Contribute to defining essential tools, data, and processes that enable success across the Account Management organization. 5+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles in B2B SaaS environment. Proven experience with ProcureTech. Experience in managing customer success programs, customer retention, and upselling strategies. Ability to analyse customer data and usage trends to identify areas of improvement. Understanding of product management and its impact on customer experience. Strong interpersonal and communication skills, with the ability to build and maintain long‑term relationships and work cross‑functionally. Excellent problem‑solving and critical‑thinking abilities, with a customer‑focused mindset and a proactive approach. Strong organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously. Familiarity with CRM tools, customer success platforms, and analytics software.
Pactum is seeking a results-driven Customer Success Manager in Spain to drive value realization and long-term success for our enterprise customers using Pactum’s agentic AI platform. You will guide customers through best-practice adoption, ensure measurable outcomes post-deployment, and serve as the trusted advisor maximizing impact across their organization. Partnering closely with Account Management, Data, Product, and Implementation teams, you’ll turn insights into actionable strategies, champion change enablement, and proactively optimize customer performance to ensure sustained growth and satisfaction.
What you’ll be doing…
Value Realization & Analytics
- Analyze customer performance to uncover success drivers, challenges, and optimization opportunities that maximize value and results.
- Track engagement, conversion, and savings metrics; segment spend to identify high-impact categories and translate insights into clear, actionable plans.
- Partner with the Data team to surface insights by SKU, category, and region—informing a consultative, data-driven approach to customer success and growth.
Adoption & Change Enablement
Customer Health & Reviews
Cross‑Functional Partnership
Apply & Shape Pactum Best Practices
Qualifications
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Enterprise Manager • Barcelona, Cataluña, España
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