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 Specialist bridging customers and Dcycle's data platform. Handling enterprise client accounts and ensuring technical onboarding and implementation success in sustainability management.
Responsibilities
- Serve as the strategic bridge between our customers and our data platform
- Handle big and enterprise client accounts of more than 2,500 employees
- Receive a complete handoff from Sales and hold the first call within <48 hours post-signature
- 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
- Run periodic checkpoints: technical progress, data blockers, next steps
- Run monthly strategic review meetings that include analysis of data quality and integration performance
- Diagnose and resolve technical issues in coordination with the Product/Support team
- Translate sustainability needs into technical data requirements
- Manage the workflow between customer - software - other Dcycle products
- Create ad-hoc reports when needed
- Be the voice of the customer within Dcycle, especially on technical topics
- Measure and communicate tangible ROI every quarter, data-backed
- Contribute to creating and improving internal technical processes within the department.
Requirements
- Spanish and English at C1 level
- German is a strong plus
- 5-8 years of experience in Customer Success, Consulting, Customer Experience, Product, or Operations in a SaaS environment.
- Experience leading onboarding processes, training sessions, or customer-facing technical workflows.
- Familiarity with CS or CRM tools (HubSpot, Gainsight, Zendesk, Planhat, or similar).
- 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
- Medium programming knowledge (2-4 years) 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)
- Understanding of key regulations: CSRD, EU Taxonomy, reporting standards (GRI, TCFD, CDP)
Benefits
- 23 paid vacation days
- 2 weeks of team-building per year
- Cobee card for added flexibility
- Subsidized training for continuous development
- Flexible work schedule
- Start anytime between 8:00-9:30 AM
- Leave anytime between 5:30-7:00 PM (Monday-Thursday)
- Finish at 3:00 PM on Fridays
- Extra remote days for parents, long commutes, or managers
- Full remote work (optional) from the end of Summer team building until September warm-up week, and from the end of Winter team building through to January 6th.
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