DIRECTOR OF CSM AND ACCOUNT MANAGEMENT

About us Ifeel is a unique, comprehensive and scalable solution that uses the power of data to provide a holistic understanding of the employees mental well-being inspiring human growth and guide organizations on the path to cultivating a positive mental well-being culture.We impact society positively through our commitment and know-how, led by the best professionals. A challenging job to inspire & nurture a better future, everyday.What we are looking for Are you an experienced leader with a passion for customer success and relationship strategy? Do you have the vision to scale operations, develop a high-performing team, and create long-term relationships with key stakeholders? If you are data-driven, strategic, and thrive in fast-paced environments, this role is for you. You will lead the Customer Success & Account Management team, working directly with company leaders and HR directors to help our clients maximize the value of our platform.Your main functions will consist in:Strategic Leadership & Team Management: Lead, mentor, and develop a high-performing Customer Success & Account Management team, ensuring alignment with company goals. Foster a culture of accountability, collaboration, and proactive problem-solving.Client Onboarding & Retention: Oversee the entire customer lifecycle from onboarding to renewal, ensuring a seamless experience. Design and implement strategies that drive engagement and minimize churn, making our platform a critical tool for our clients’ success.Account Growth & Expansion: Identify upsell, cross-sell, and renewal opportunities by building deep relationships with key decision-makers, including HR and C-level executives. Lead negotiations and ensure long-term partnership success.Customer Insights & Advocacy: Serve as the voice of the customer within the company, driving product improvements and service innovations based on customer feedback. Work closely with Product, Sales, and Marketing to ensure customer needs are prioritized.Operational Excellence: Develop and refine scalable processes, playbooks, and KPIs to improve team efficiency and ensure that the department is data-driven. Use analytics to identify trends and proactively address customer challenges.Stakeholder Collaboration: Collaborate cross-functionally with the Product, Marketing, Clinical, and Sales teams to ensure a consistent and high-quality customer experience. Coordinate with the clinical department to align our services with the emotional wellbeing goals of our clients.Churn Reduction & Customer Health: Develop and execute strategies to monitor and improve customer health scores. Ensure your team is proactively addressing any issues that could impact customer retention and satisfaction.Customer Success Strategy & Best Practices: Develop and execute a comprehensive customer success strategy, including customer education, training, and support resources. Create internal guides and customer documentation that provide best practices and answers to common questions.Revenue Ownership: Take ownership of customer retention metrics and expansion targets, playing a key role in the overall revenue growth strategy of the company.The ideal candidate will possess the following: 7+ years of experience in Customer Success, Account Management, or a related role in a B2B SaaS company.At least 3 years of leadership or management experience in customer-facing teams.Strong understanding of the SaaS business model and B2B relationship building.Ability to analyze data and formulate strategies to improve key performance indicators.Experience developing scalable processes and driving operational efficiency.Excellent verbal and written communication skills; fluency in English and Spanish required, French and german a good plus. Proven experience in cross-functional collaboration with Product, Sales, and Marketing teams.Highly motivated, proactive, and able to thrive in fast-paced, startup environments.Interest or experience in psychology, employee engagement, or emotional wellbeing is a strong plus.What we offerWork in a location in the heart of Madrid or Barcelona.Hybrid work model with flexible hours. Up to remote option.Remuneration depends on experience: open to negotiation.Flexible remuneration with tax exemption through CobeePrivate health insurance with Alan.Full access to ifeel psychological therapy with your dedicated psychologist.Free fruit, snacks and drinks in the office.Friday team lunch offered by the company.Our core principlesHumanise Growth: Let your actions lead you in a path to growth, for yourself, others and ifeel as a whole.Lead by Example: Drive others to achieve their highest potentialities.Trust in Yes: Say yes to the exceptional.Innovate Humanly: Access the type of creativity that can brighten the human experience.Engage to Unlock Greatness: Engage. Dare to be great.We highly appreciate your interest. ifeel an equal opportunity employer: all applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Please keep in mind that due to the high volume of applications, we will notify shortlisted candidates only. The information you share with us will be treated confidentially and used exclusively for evaluation and selection purposes. Your resume and other related documentation, following the applicable regulation, will be stored during the recruitment process and will be deleted within two (2) years from the conclusion of the process, unless otherwise agreed. By submitting your application, you agree to the processing of your personal data in connection with this recruitment process.