Overview

The Manager, SMB Customer Success & Operations leads a high-volume Customer Success team focused on retention, renewal execution, adoption, customer engagement and operational excellence across Graitec's SMB customer base. This position requires an operations-minded leader who can manage volume, productivity, team capacity, KPI execution, process adherence and continuous improvement.

KPI-led operator: Comfortable managing productivity, activity levels and quality in a high-volume environment

Scale mindset: Able to design repeatable motions for thousands of customers, not only bespoke engagement

Customer outcome focus: Balances operational efficiency with retention, adoption and customer value

Automation friendly: Actively looks for ways to reduce manual work and improve team capacityCustomer

Retention & Renewal Execution

- Lead the team responsible for customer retention, renewal performance and recurring revenue
- Drive proactive renewal planning, quote readiness and timely follow-up
- Identify renewal risks and ensure mitigation actions are executed

Operational Performance & Productivity

- Drive team productivity, capacity utilisation and operational performance
- Monitor customer contacts, activity levels, SLA adherence and CRM compliance
- Manage workload distribution and capacity planning across the team

Team Leadership & Coaching

- Recruit, coach, develop and retain a high-performing team
- Set clear expectations and accountability frameworks based on KPIs and quality standards




- Run regular performance reviews and coaching sessions

Customer Adoption & Engagement (Top Tier Customers)

- Ensure customers achieve value from Graitec solutions
- Monitor customer health, usage signals and engagement levels
- Drive scalable onboarding, adoption and customer education initiatives

Process Excellence & Automation

- Standardise renewal and engagement processes across the SMB motion
- Ensure consistent execution of playbooks and campaigns
- Identify opportunities to simplify work, reduce manual tasks and scale automation

Data, Forecasting & Business Management

- Monitor portfolio performance through renewal forecasts
- Ensure CRM data integrity, pipeline hygiene and process compliance
- Analyse trends and recommend actions to improve retention, adoption and efficiency

Responsibilities

- Proven experience leading high-volume customer-facing or operational teams
- Strong background in Customer Operations, Customer Success, Renewals, Inside Sales, Contact Centre, Shared Services or BPO environments
- Success managing teams through KPI frameworks, productivity metrics and operational performance programmes
- Experience with workload distribution, capacity management and performance optimisation
- Strong analytical and data-driven decision-making skills
- Track record of improving efficiency through process optimisation, automation and scalable engagement models
- Experience with SaaS, subscription-based or technology businesses is an advantage

📌 Manager, Customer Success (Barcelona)
🏢 Graitec
📍 Barcelona