Customer Success Manager, Loyal Guru
EU, France
Customer data platform
Be an early applicant
Customer data platform
21-100 employees
Be an early applicant
21-100 employees
Company mission
To transform retailers all around the world into customer-centric organisations.
Role
Who you are
- Experience: +5 years of proven experience as a Customer Success Manager, Account Manager, or Consultant, preferably in SaaS B2B or the Retail Tech / MarTech space
- Languages: Native Spanish (Must-have) and Fluent English and French
- Analytical Skills: Strong ability to interpret data and metrics to guide client strategic decisions and optimization efforts
- Commercial Mindset: Ability to spot and pursue growth opportunities (upsell/cross-sell) while maintaining a high-touch, consultative approach
- Organization: Excellent time management and organizational skills to effectively balance internal administrative tasks with dedicated client success time
Desirable
- Deep previous experience working directly with Retail, Grocery (GDO), or Banking clients
What the job involves
- Hello! 👋 We're seeking an ICustomer Success Manager (CSM) to join our international team. This is a mid-level role where you will be the strategic, high-touch point of reference for our key Enterprise and Mid-Market accounts in the Italian Retail and Grocery sectors
- Your mission is to move beyond mere retention and act as a true strategic partner, ensuring our clients maximize the value derived from our loyalty and data platform, driving their long-term success
- Portfolio Management: Autonomously manage a portfolio of Italian Enterprise/Mid-Market accounts, building and maintaining solid relationships with key stakeholders
- Onboarding & Adoption: Guide new clients through the onboarding process, ensuring rapid platform adoption and achieving initial business goals (Time-to-Value)
- Loyalty & CRM Campaign Strategy: Strategize, manage, and optimize CRM campaigns focused on customer engagement and loyalty programs
- Consulting & Data-Driven Recommendations: Analyze customer data and metrics to support clients with proactive, consultative recommendations for improving their activities and customer engagement
- Strategic Time Allocation: Dedicate approximately 20 hours/month per key account for strategic consulting, Quarterly Business Reviews (QBRs), and campaign optimization
- Operational Efficiency: Strictly manage your time allocation. You will be expected to minimize internal administrative tasks to stay within the assigned internal budget, maximizing the billable time dedicated to client growth
- Retention & Upsell: Secure contract renewals and proactively identify Upsell and Cross-sell opportunities within your portfolio
- Voice of the Customer: Gather valuable feedback from the Italian market and collaborate closely with the Product and Sales teams to constantly improve our offering
- You’ll be part of a dynamic, international, and highly collaborative team. We are passionate about client success and value a proactive, consultative approach. Expect a high-energy work environment where ownership and strategic thinking are key. Here, you'll have the autonomy to manage your portfolio and a clear path for professional development in a rapidly growing company
Application process
- If you're a results-driven professional with a native understanding of the Italian market and a passion for helping clients succeed with cutting-edge SaaS, we want to hear from you! Are you ready to help us build the future of customer loyalty? Apply now!
Our take
Loyal Guru is a customer data platform that helps brands build on their customer loyalty strategy. The platform helps companies collect and analyse customer data to produce personalised omnichannel promotions and measurable loyalty programs.
Reports suggest that courting consumer loyalty has become particularly difficult over recent years. The pivot to eCommerce has opened consumers up to a vastly larger market of brands. Moreover, this freedom to shop around is exercised more often in times of economic hardship. Catering to the consumer needs of primary shoppers - Millennials and Gen Z - is crucial, and it emphasizes data analytics and personalised solutions. Both boxes are firmly ticked by Loyal Guru.
The company already have enterprise clients like Mango, Spar, and DÃa, and is using funding to expand across Europe and the Americas. With a dominant proportion of eCommerce businesses based in North America, this could prove a savvy step. Loyal Guru will need to ensure, however, that this expansion doesn’t stray their attention from the rapid changes in consumer preferences that eCommerce has been seeing recently.
Steph
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Mar 2022
$9.5m
SERIES A
Jul 2020
$0.5m
EARLY VC
Total funding: $12.2m
Company benefits
- Career plan and professional growth: Lets discover what your strengths are and how you can give your best!
- Healthy snacks at the office
- Beers at the office: Free crafted beer sessions on Fridays with your work colleagues. Because not everything is just about work
- Half-paid health insurance
- 25 days of paid vacation
- English lessons: Different level group lessons with a native teacher
- Team building every quarter
- Pizza sprint: Every two Fridays after the sprint review, join the team in a meal and enjoy the great company
- Crossfit and Yoga lessons: Group sessions with nice personal trainers
Company HQ
El Parc i la Llacuna del Poblenou, Barcelona, Spain
Leadership
Borja Sanfeliu
(Co-Founder & CEO)Previously worked as a Europraxis consultant, before taking up a General Management role at Proquibasa. Before Loyal Guru, also co-founded tech and business consultancy firm Jobtitute.
Javi Fernández Riverola
(Co-Founder & CTO)Previously held positions as Tech Consultant and Developer at La Salle BCN and Indra, and has been a Guest Speaker at Esade.
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