Location: Madrid,Comunidad de Madrid,Espagne
About the Function:
The Customer Success function is responsible for developing and fostering strong relationships with our customers, being their leading point of contact, for all matters pertaining to their account.
As a Customer Success Team Lead you will be taking ownership of a team of 5, who are responsible for the renewals and account growth within a portfolio of 1,000 accounts. These accounts are all under the 10k threshold and sit within the UK market. As well as being responsible for renewals and advocacy in our Northern Europe customer base, you'll be a bridge between Product and our customers. This will include communicating our Products and Services to customers, understanding customer pain-points and interpreting the same to inform product development.
As the customer champion, the CSTL, will be a strong customer advocate with engaging communication skills. The CSTL will drive and align all internal resources to ensure their team’s portfolio’s success, by ensuring customer satisfaction with Onclusive’s set of products and services.
Being responsible for adopting high client engagement to drive value, we are looking for a highly driven and proactive individual who can balance strategic thinking with commercial acumen, to drive account retention and growth.
Job Responsibilities:
1. Leadership & Team Management
Provide day-to-day leadership, guidance, and mentoring to a team of five, ensuring clear objectives, effective workload distribution, and performance accountability.
Conduct regular one-to-one meetings, performance reviews, and training sessions to support professional growth and continuous improvement.
Foster a collaborative, supportive, and results-driven team culture.
2. Portfolio & Relationship Management
Oversee the management of circa 1,000 clients across the team, ensuring strong, strategic relationships with key decision-makers and stakeholders.
Support team members in engaging clients both virtually and in person, leading high-level meetings where appropriate to drive value and strengthen partnerships.
Handle escalated customer issues with the team, acting as a point of contact for complex problems and ensuring timely and effective resolutions?
Ensure the team understands client goals, anticipates needs, and shares best practices in media intelligence to maximise the value of Onclusive’s product and service suite.
3. Commercial Performance
Take overall accountability for client retention and growth across the portfolio, ensuring renewal targets are met and exceeded.
Guide the team in identifying and securing upsell, cross-sell, and multi-year contract opportunities, working closely with the Commercial Partnerships team to maximise revenue potential.
4. Reporting & Strategic Planning
Monitor client health metrics across the portfolio, implementing risk mitigation strategies where needed to secure successful renewals.
Ensure accurate CRM data, account planning, and reporting to provide clear visibility on portfolio performance.
Oversee quarterly and monthly business reviews, ensuring insights are actionable and drive continuous improvement.
5. Cross-Functional Collaboration
Act as an escalation point for client issues, ensuring timely and effective resolution by coordinating with Onboarding, Technical Support, Operations and Product teams.
Champion the voice of the customer internally, providing structured feedback to improve products, services, and processes.
6. Knowledge & Expertise
Stay up to date with industry developments and Onclusive product enhancements, ensuring your team is informed and proactive in communicating these to clients.
Develop and share best practices across the team to enhance efficiency, effectiveness, and service quality.
Who you are:
2+ years of experience in a leadership or management position
Have the ability to work towards monthly sales targets and KPI’s
Resourceful and self-motivated with a solution-orientated attitude
Strong analytical skills with the ability to use data to drive decisions and improve team performance
Are empathetic; can build a great rapport with clients and colleagues alike
Can plan, prioritise and deliver to tight deadlines
Enjoy being a team player and are always willing to support those around you
Are positive, enthusiastic and reliable
Excellent communication and interpersonal skills
Strong organisational, administrative and IT skills
Experience with CRM software (e.g., Salesforce, HubSpot)
Desirable
Understanding of a sales cycle and pipeline management to attain revenues and other designated target/KPI’s
Knowledge of account management B2B sales
Understanding of the PR and communications industry
Proficiency in conversational Spanish is a bonus
What we can offer:
We are a global fast growing company which offers a variety of opportunities for you to develop your skill set and career. In exchange for your contribution, we can offer you:
Competitive salary and benefits
Training provided by the experts who have over 10 years of experience in the sector
Hybrid working in a team that is passionate about the work we deliver and supporting the development of those that we work with
A company focus on wellbeing and work life balance including initiatives such as flexible working and mental health support
We want the best talent available, regardless of race, religion, gender, gender reassignment, sexual orientation, marital status, pregnancy, disability or age.
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