Caravelo is a travel-tech company with a global team and roots in Barcelona that specializes in subscriptions. We make travel better and more accessible by enabling our clients to offer better products and helping them to become more profitable and more stable businesses.
Our team has been growing over the past few years and at the moment we are a team of 50 people working mostly from our HQ in Barcelona. If you’d like to be part of our growth journey, read on.
Caravelo is the only platform in the world specializing in subscriptions for the travel vertical, reducing the need for our clients to develop specific adaptations or logic. We serve a diverse range of customers, from small low-cost airlines to large corporations from all over the world.
We are looking for a Customer Success Manager (CSM) to join our team and drive business growth for our customers in the EMEA region, promoting their retention, revenue expansion and loyalty.
Our CSM should be comfortable at both communicating and consulting at a management-level, backed by a strong understanding of our partners’ business and industry objectives. Key to this role is the ability to proactively articulate and demonstrate ongoing value, inspire clients to sell the value of Caravelo’s products and encourage adoption and expansion.
Our CSM will build and maintain strong relationships with multiple individuals within the assigned partner organizations, serving also as an escalation point of contact for issues that impact the client’s success. Our CSM will work closely with Caravelo’s Product and Delivery teams to drive set-up implementation, enhance ongoing use and complete contract renewals and will also develop impeccable relationships with Caravelo staff in the Sales, Marketing, Support and Finance teams.
This role reports to the Customer Success Director.
In 1 Month
You get familiar with our Subscriptions product, its business rules and implementation for each of our current customers
You participate in team meetings and contribute to discussions with our Product and Sales department
You have a deep understanding of our key metrics, their historical trends and how to effectively communicate them to stakeholders
You provide visibility to customers of deliveries and product enhancements
You become the focal point and leader of weekly meetings with one of our customers in the EMEA region
You co-lead together with our Delivery department the onboarding phase for new clients in the EMEA region
In 3 Months
You become the main point of contact, leader of weekly meetings and support channel of all of our customers in the EMEA region
You communicate effectively the impact that our Subscription product adds to the success of our clients
You are an active contributor to identify opportunities, conduct analysis and offer consultative solutions to our customers
You generate alignment and cooperation among internal stakeholders, contributing to the clarity of the delivery requirements requested by customers
You stay constantly informed about the industry trends and news, specially in the EMEA region
In 6 months
You are in full control of the relationship with customers in the EMEA region, anticipating and escalating challenges to internal stakeholders when necessary
You become a business expert and strong advocate of the impact that Caravelo’s product offers to customers
You become a proactive and results-oriented individual who is always looking for ways to improve existing processes and procedures, both internally and externally
You provide visibility and inputs needed to our Product department to help them build our Subscriptions roadmap
At Caravelo we are always looking for people with the right mix of passion, authenticity, and attitude to join our team. We are also proud to be an inclusive, equal opportunity employer.