Customer Success Manager

Empleado permanente, Tiempo completo · HQ

About Caravelo

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.

The mission

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

Duties and responsibilities
  • Executing Caravelo’s customer success plan, following an orchestrated journey across the three main phases in customer’s lifecycle: Onboarding, usage and expansion

  • Ensure high level business alignment, define core processes and set expectations of the product and service to be delivered during the onboarding of a new client  

  • Monitor key metrics to ensure adoption and optimal use of the product

  • Lead customer retention through proactive planning, management and execution of the contract renewals

  • Identify strategies for revenue acceleration and churn reduction

  • Organize and lead client weekly calls and quarterly business reviews

  • Keep constant communication and stay attentive to customer needs at all times

  • Coordinate the solution of any issue that might put in risk the desired results, handling expectations and proper communication to maintain trust

  • Identify cross-sell and upsell opportunities with existing customers

  • Foster collaboration within Caravelo’s teams and across commercial verticals

  • Implementing research activities to analyze client feedback and monitoring new and existing project plans and executions for desirable results

  • Updating and documenting all activities completed with customers in accurate and timely manner for future references

Required skills and experience

Must have:

  • Bachelor's degree and 1-3 years of experience in a customer-facing role, such as Customer Success, Business Development or Project Management

  • Strong understanding of the airline industry and value drivers in Revenue Management, Ancillary Management and recurring revenue business models

  • Fluent communication skills (written, verbal, presentation) in English

  • Be resourceful and self-organized, with ability to work independently

  • Analytical skills to interpret data and make informed recommendations to customers

  • Proficiency with MS Office and Google Suite

  • The flexibility to travel often and to be able to work remotely, often in isolation

  • Ability to liaise with both C-level decision makers and IT teams with the same aligned outcomes

Good to have:

  • Fluent communication skills (written, verbal, presentation) in Spanish

  • Knowledge of Software production and Agile methodologies

What we offer
  • Competitive salary and progression framework

  • Flexible working hours

  • Remote work options

  • A fantastic and spacious office in the heart of Barcelona

  • Free coffee & beer while in the office

  • The possibility to see the results of your work, and have a real impact on the business

  • Diverse, inclusive and international work environment

  • Tax Free Benefits with Cobee

    • Private Health Insurance with Mapfre

    • Restaurant Card

    • Transport Card

    • Kindergarten

  • Training and conferences budget

  • LinkedIn Learning License

  • Healthy life with Andjoy discount

  • 23 days holidays

  • Fun environment & team: company events, celebrations, etc.

About us

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.

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