Who you are

- 2+ years of experience in Customer Success, Customer Experience, Account Management, Solution Consulting, Implementation, or high impact customer facing role

- Strong experience working with B2B SaaS, logistics technology, freight forwarding, marketplaces, or supply chain solutions

- Experience managing enterprise, mid-market, or strategic customers

- Strong understanding of the post-golive customer lifecycle, including adoption, enablement, customer health, retention, and value realization

- Ability to identify churn risks, adoption gaps, and customer experience issues early

- Strong communication, stakeholder management, and problem solving skills

- Ability to work cross-functionally with Sales, Account Management, Product and Operations

- Comfortable creating structure in a fast moving environment where ownership is not always clearly defined

- Strong documentation and process mindset

- Strong verbal and written English communication skills. Other languages, such as German or French are a plus

- Experience working with customers across multiple time zones

- Experience in freight forwarding, logistics, air freight, ocean freight, procurement, rate management, or digital freight platforms

- Experience with Salesforce, Zoho, Jira, Confluence, support tools, or knowledge base systems

- Ability to understand technical topics such as APIs, integrations, platform configurations, or customer workflows at a business level

What the job involves

- We are looking for a proactive, impact-driven Customer Success Specialist to own the post-onboarding lifecycle for enterprise accounts in the european region
- In this role, you will be the ultimate champion for user adoption, platform value realization, and cross-functional coordination

- You will bridge the gap between commercial strategy and day-to-day execution,



ensuring our forwarder and shipper clients fully leverage the power of the Freightos platform

- If you excel at turning technical escalations into seamless customer experiences, driving user engagement, and protecting revenue streams through deep product expertise, we want to hear from you

- Own the post-go-live lifecycle for designated regional accounts to maximize user adoption and platform value

- Proactively monitor account health to identify low-usage trends, friction points, and churn risks early

- Identify expansion opportunities by helping customers scale usage across new workflows and internal teams

- Partner with Sales / Account Management by providing regular updates on client health, risks, and growth signals

- Lead post-onboarding training sessions, advanced product refreshers, and best-practice workshops for clients

- Ensure a smooth transition for customers moving from initial onboarding into long-term customer success

- Support scalable education by contributing to user documentation, training guides, and self-service content

- Act as the primary customer point of contact for complex, high-priority, or post-go-live technical issues

- Coordinate cross-functionally with Operations, Product, Engineering, PMO to build clear resolution paths

- Provide customers with clear and timely updates throughout the lifecycle of key customer requests and critical escalations

- Absorb non-commercial operational tasks to free up Sales and Account Management teams for revenue-generating activities

- Maintain clear boundaries by supporting adoption and customer experience without taking on commercial quota or contract ownership

- Translate customer insights and product feature gaps into structured feedback for the Product and Operations teams

Benefits

- Build something that changes the world

- ESOP packages
- Friendly, get ship done environment

- Work alongside outstanding talents
- Team building events (that don't suck)

📌 Customer Success Specialist (Barcelona)
🏢 WebCargo
📍 Barcelona