Customer Success & Implementation Manager
About FERO
At FERO, we're reinventing checkout for eCommerce. Our Smart Checkout adapts in real time to each shopper, helping merchants increase conversion, improve payment performance and unlock significant revenue growth. We work with ambitious eCommerce brands across Europe and are growing rapidly.
We're looking for a
Customer Success & Implementation Manager
to join our team in Madrid.
This is a highly visible role that combines technical implementation, project management and long-term customer success. You'll become the trusted partner for a portfolio of merchants, guiding them from contract signature through implementation, launch, optimisation and ongoing growth.
Rather than handing customers over after go-live, you'll own the relationship throughout their journey with FERO, ensuring they achieve measurable business outcomes while acting as their internal advocate.
What you'll do
Own merchant onboarding
- Lead end-to-end implementations from kickoff through successful launch.
- Coordinate with merchants, internal Product,
Engineering and Sales teams.
- Install and configure our plugins across supported eCommerce platforms.
- Manage implementation timelines, dependencies and risks.
- Conduct pre-launch testing and ensure launch readiness.
- Deliver a smooth, professional onboarding experience.
Drive ongoing customer success
- Become the primary point of contact after launch.
- Build trusted, long-term relationships with merchants.
- Monitor merchant performance and proactively identify opportunities for improvement.
- Help merchants adopt new functionality and maximise the value of FERO.
- Coordinate with Product and Engineering when technical issues or feature requests arise.
- Lead regular check-ins and business reviews with customers.
- Act as the voice of the customer internally.
Project & stakeholder management
- Balance multiple merchants at different stages simultaneously.
- Prioritise effectively in a
📌 Customer Success (Madrid)
🏢 FERO
📍 Madrid