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 capacity

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

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