Descripción del trabajo
In Brief
At Orca, we're building the future of boating. Our mission is to deliver a modern navigation system for sailors and cruisers, making boating safer, easier, and more enjoyable. We're looking for a motivated and customer-centric Customer Success Manager to join our team and ensure that our customers thrive with our solutions.
What You’ll Do
Customer Onboarding & Engagement :
* Guide new customers through the onboarding process to ensure a smooth transition and adoption of our product.
* Develop and implement customer success plans tailored to individual needs.
Relationship Management :
* Act as the primary point of contact for a portfolio of customers, building strong, long-term relationships.
* Regularly check in with customers to understand their goals, challenges, and opportunities.
Support & Problem-Solving :
* Proactively address customer concerns and troubleshoot issues, collaborating with internal teams to ensure timely resolutions.
* Advocate for customers by providing feedback to product and development teams.
Content Creation & Self-Service Tools :
* Develop and maintain knowledge base articles, tutorials, and FAQs to empower customers to self-serve effectively.
Retention & Growth :
* Monitor key metrics like usage, engagement, and satisfaction to identify opportunities for upselling or renewal.
* Drive adoption of product features to ensure customers achieve maximum value.
This role is a hybrid / on-premise role at our Madrid office. The startup nature of the team provides many different opportunities for you to make an impact, and develop yourself.
How Success is Measured
* Satisfaction : Net Promoter Score (NPS) and customer satisfaction surveys.
* Adoption : Increased adoption of key features or solutions.
* Retention : Customer retention and churn rates.
* Conversion : Growth in revenue from renewals and upsells.
What You’ll Bring
* Proven experience in a customer success, account management, or similar role in a SaaS or tech company.
* Excellent communication, problem-solving, and interpersonal skills.
* Fluency in English.
* Knowledge of boating is essential to understand our customers' needs.
* Strong organizational skills with the ability to manage multiple accounts and priorities.
* Data-driven mindset; ability to analyze metrics and drive insights.
* You drive autonomy, proactivity, and ownership. You actively expand your comfort zone by exploring new or unfamiliar tasks.
Why Join Orca?
We are on a mission to disrupt the marine industry led by global companies such as Garmin and Navico. This requires setting the right direction, having a sharp focus, and delivering quickly. If you join us, you can expect to :
* Be part of a fast-growing company shaping the future of boating.
* Have an impact on millions of boaters globally.
* Work with a talented, passionate, and multicultural team in a dynamic startup environment.
* Enjoy flexible working arrangements, professional development opportunities, and a generous compensation package.
* Be part of a fast-growing company with ample opportunities to grow your career.
Are you a good fit?
If you’re ready to make a difference and help boaters succeed, we’d love to hear from you. Send your resume and a short cover letter to
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