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

Friendly, get ship done environment

Work alongside outstanding talents

Team building events (that don’t suck)

ESOP packages

Requirements

Strong documentation and process mindset

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

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

Experience managing enterprise, mid-market, or strategic customers

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

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

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

Strong communication, stakeholder management, and problem solving skills

Experience working with customers across multiple time zones

Strong verbal and written English communication skills.

Other languages, such as German or French are a plus

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

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

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

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

📌 Customer Success Specialist (Europe) (Madrid)
🏢 WebCargo
📍 Madrid