Enterprise Customer Success Manager – Uk & Northern Europe Markets
18 hours ago
Granollers
What would you do?1. Strategic Account Governance & Executive Communication Serve as the primary point of contact and trusted advisor for executive, operational, and technical stakeholders.Facilitate regular executive touchpoints, leading Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and Monthly/Quarterly Steering Committees (Steer Cos) with VPs and C-Level leaders to align on strategy and business outcomes.Oversee regular alignment meetings to monitor short-term action plans, track deliverables, and manage engagement across regional and leadership teams.Translate technical capabilities and operational data into compelling executive stories that demonstrate clear business value and ROI. 2. Business Growth, Strategy & Change Management Develop and execute long-term, multi-threaded account strategies and Success Plans aligned with each customer's digital maturity and business objectives.Assess client digital maturity to build tailored operational roadmaps that drive e-commerce performance using Instaleap’s capabilities.Drive organizational change management to help client HQ and leadership teams adopt digital transformation initiatives.Identify process optimizations, conversion improvements, and last-mile/fulfillment performance gains. 3. Commercial Partnership & Account Expansion Uncover account expansion opportunities by introducing new workflows, best practices, and additional Instaleap solutions.Partner closely with the Sales/Account Executive team on upsell and cross-sell initiatives.Lead business value conversations during commercial discussions.Represent Instaleap at key industry commercial events (e.G., Shop Talk, NRF Retail's Big Show Europe, Euro Shop, e Commerce Expos). 4. Operational Alignment & Data-Driven Consulting(In collaboration with the Customer Operations Analyst supporting the account) Analyze key performance metrics (e.G., order fulfillment rate, delivery time, OTIF, conversion rates) alongside the Customer Operations Analyst to extract actionable insights and assign client-side ownership.Oversee the implementation of customized dashboards and reports to track success indicators across various stores, regions, and timeframes.Conduct root-cause analysis when performance deviates from targets and execute cross-functional correction plans. 5. Client Onboarding, Enablement & Advocacy(In collaboration with the Customer Operations Analyst supporting the account) Direct structured onboarding programs, training sessions, and knowledge transfers for client HQ and operational teams, supported by the Customer Operations Analyst.Ensure the ongoing maintenance of client-specific documentation, playbooks, and operational best practices.Act as the internal voice of the customer, escalating client priorities and feeding real-world operational insights into Instaleap's Product, Technical, and Support roadmaps. 6. Risk Management & Health Monitoring Track early risk indicators (e.G., declining platform usage, delayed rollouts, missed KPIs) and build proactive mitigation plans.Lead cross-functional resolution efforts during escalations to protect account health. Your experience has been shaped by 6+ years of experience in Enterprise Customer Success, Strategic Account Management, Enterprise Saa S, or Top-Tier Management Consulting.Proven track record managing Large Enterprise / Strategic Accounts ($1 M+ ARR / complex retail accounts) with C-suite and VP stakeholder mapping.Strong commercial awareness and demonstrated capability to identify account growth/expansion opportunities.Experience leading executive presentations and high-stakes business reviews.Cross-functional collaboration experience with Product, Engineering, Sales, and Support teams. Language Requirements English: Professional / Native Proficiency (Required). Preferred (Nice to Have) Spanish OR Portuguese: Professional Proficiency (Highly Preferred).Direct domain experience in Grocery, Retail, E-commerce, Last-Mile, or Logistics.Prior experience managing European/UK enterprise customers.Familiarity with enterprise CRM/Ecommerce systems (Salesforce, Hub Spot). Your Super Powers Customer Success & Value RealizationStrategic Account Management & Multi-threadingConsultative Selling & Commercial MindsetExecutive Presence & StorytellingChange Management & Conflict ResolutionData Analysis & Risk MitigationLanguage Requirements: English Professional / Native Proficiency (Required). Preferred (Nice to Have): Spanish OR Portuguese: Professional Proficiency (Highly Preferred).Direct domain experience in Grocery, Retail, E-commerce, Last-Mile, or Logistics.Prior experience managing European/UK enterprise customers.Familiarity with enterprise CRM/Ecommerce systems (Salesforce, Hub Spot). What we bring to the table Indefinite-term employment contractunder Spain labor law.Health insurance:Prepaid medicine.Monthly activities with your team. #J-18808-Ljbffr
