Alan

Customer Success Manager

Alan

full-time

Posted on:

Location Type: Hybrid

Location: Madrid • Spain

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About the role

  • Drive customer loyalty
  • Build and maintain strong relationships with key stakeholders
  • Champion a customer-centric approach to help clients maximize Alan's value
  • Turn our best customers into Alan ambassadors and generate opportunities of acquisition
  • Lead complex onboarding processes for large customers, acting as project manager for lengthy transitions while ensuring effective, impactful, and empathetic change management
  • Develop deep understanding of Alan's product value proposition and create customized action plans aligned with customers needs and Alan's objectives
  • Deliver engaging product education through tailored and large-scale approaches (such as webinars) to drive employee and HR team adoption
  • Track and present adoption metrics to stakeholders
  • Identify and execute out-of-the-box initiatives to engage Alan customers
  • Contribute to CSM playbook development
  • Become a subject matter expert within the team
  • Act as the voice of the customer to marketing and product teams
  • Influence product and service improvements based on customer feedback
  • Work with lifecycle marketing and the key account manager to define strategies to up-sell / cross-sell and to increase product enrollment.
  • Deliver on-site activation events to promote Influence product and service improvements based on customer feedback.

Requirements

  • 3-5 years proven track record in customer success or enterprise account management
  • Strong background in B2B or B2B2C digital companies, specifically working with HR teams on adoption and engagement challenges
  • Experience leading complex, cross-functional projects across Product, Sales, Engineering, and Data teams
  • SaaS, Insurance, or Consulting industry experience valuable
  • Based in (or willing to relocate to) Madrid or Barcelona.
  • Demonstrated ability to influence and engage stakeholders at all levels, including decision makers and employees
  • Confident public speaker with a strong commercial mindset
  • Fluent in Spanish and advanced level of English, both spoken and written.
  • Network building: capability to identify and engage key influencers
  • Active listening skills and genuine empathy in stakeholder interactions
  • Creative thinking for developing innovative engagement strategies
  • Structured approach to project management and execution
  • Deep customer-centric mindset with proven ability to deliver tailored solutions
  • Strategic problem-solving: ability to structure challenges and identify effective solutions
  • Analytical skills for data-driven decision making and reporting.
Benefits
  • Fair rewards. Generous equity packages complement your base salary.
  • Flexible Office. Amazing office space at our HQ in Madrid or Barcelona
  • All the tools you need. Top of the range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones.
  • Flexible vacation policy and flexible working hours. Organize your time as you wish.
  • Delightful healthcare insurance: Extremely comprehensive health insurance - 100% for you and your children & partners
  • Food allowance. 110 euros per month in your Alan Flex card
  • Learning & Training opportunities. A highly flexible Training policy free books and budget to attend and speak at conferences if the opportunity arises.
  • Personal growth through coaching: At Alan, coaching isn't just a perk - it's core to who we are. Every Alaner is paired with a dedicated coach from day one, who helps maximize their impact, nurture engagement, and navigate Alan's values to develop their full potential.
  • Parental leave. Extended parental leave for all new parents.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successenterprise account managementproject managementdata-driven decision makingSaaSB2BB2B2Cproduct educationadoption metricschange management
Soft Skills
relationship buildinginfluencepublic speakingactive listeningempathycreative thinkingstrategic problem-solvingcustomer-centric mindsetengagementcommercial mindset