Senior Customer Success Manager working with elite football clubs to optimize performance and utilization of biomarker testing. Translating data into actionable insights and fostering strategic relationships.
About the role
- Customer Success Analyst bridging customers and data platform at a growing B2B SaaS company. Focused on technical onboarding, data management, and enhancing customer success.
Responsibilities
- You will be responsible of successfully handling small client accounts of up to 500 employees, approximately.
- Your goals will be focused in these areas: Pre-onboarding and transition.
- Receive a complete handoff from Sales: customer motivations, technical pain points, expectations, current data architecture, and key stakeholders (including IT/Data profiles).
- Hold the first call within <48 hours post-signature to realign technical and business expectations, align the implementation timeline, and assign responsibilities.
- Execute a structured implementation plan with clear technical milestones.
- Support the setup and validation of data integrations between customer systems and Dcycle.
- Review data quality: identify inconsistencies, missing data, mapping errors.
- Train the customer on the technical and functional skills needed to use Dcycle autonomously.
- Run periodic checkpoints: technical progress, data blockers, next steps.
- Run monthly strategic review meetings that include analysis of data quality and integration performance.
- Ensure the customer is using Dcycle efficiently.
- Monitor technical health score: platform activity, pipeline errors, data completeness.
- Diagnose and resolve technical issues in coordination with the Product/Support team.
- Anticipate technical risks before they impact the customer’s business.
- Identify opportunities to optimize data workflows.
- Translate sustainability needs into technical data requirements: which sources to connect, which transformations to apply, which metrics to calculate.
- Help customers structure, clean, and organize data relevant to their ESG goals.
- Explain how the product’s technical capabilities (automation, integrations, analytics) improve their impact processes.
- Connect ESG metrics to business KPIs using platform data.
- Manage the workflow between customer - software - other Dcycle products.
- Interpret dashboards, identify data anomalies, and propose solutions.
- Create ad-hoc reports when needed.
- Validate data quality, detect pipeline errors, and guide technical solutions.
- Document technical and functional feedback in the CRM so all teams can access it.
- Work closely with the customer’s IT/Data teams and with Product/Engineering internally.
- Escalate complex technical issues to the appropriate team with detailed context.
Requirements
- Languages: Spanish and English at C1 level. German is a strong plus.
- At least 1 year of experience in Customer Success, Consulting, Customer Experience, Product, Operations, or similar roles in a SaaS environment.
- Experience leading onboarding processes, training sessions, or customer-facing workflows.
- Familiarity with CS or CRM tools (HubSpot, Gainsight, Zendesk, Planhat, or similar).
- Comfortable collaborating with Product and Engineering to share insights and improve the platform.
- Strong understanding of data models and databases: entities, relationships, schemas, normalization
- Ability to read and interpret data pipelines and transformations: ETL/ELT, data flows
- Familiarity with APIs and integration architectures: REST APIs, webhooks, connectors
- Basic programming knowledge applied to working with data (e.g., Python) and data analysis tools
- Advanced spreadsheet skills (complex formulas, pivot tables, visualizations)
- Basic knowledge of version control (e.g., git)
- Knowledge of operational data sources: ERP, CRM, inventory systems, IoT, spreadsheets
- Ability to diagnose data quality issues: missing data, duplicates, inconsistencies, formatting errors
- Ability to read and understand technical documentation
- Experience validating technical configurations and first-level troubleshooting
Benefits
- 23 paid vacation days
- 7 days of team-building per year
- Cobee card for added flexibility
- Subsidized training for continuous development
- Flexible work schedule
Job title
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Degree requirement
Tech skills
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