For our location in

Madrid or Barcelona we are looking for a motivated

Customer Success Consultant

(m/f/d) for 40 hours/week.

Your Job

- Serve as the main Customer Success point of contact for a portfolio of Hornetsecurity customers

, building strong relationships with customers and their partners and helping them maximize the value of their Hornetsecurity solutions.

- Proactively manage customer engagement by scheduling and driving regular Success Reviews, follow-up meetings and other relevant customer touchpoints.

- Regularly assess customer satisfaction, product adoption and overall account health

, identifying potential risks, dissatisfaction or underutilization at an early stage and proactively initiating appropriate actions.

- Travel to meet customers and partners onsite on occasion.

- Identify and mitigate churn risks by developing appropriate action plans and coordinating with Sales, Partners, Support, Presales and other internal stakeholders when required.

- Help customers understand and adopt relevant new capabilities, features and best practices, ensuring they continuously derive value from their Hornetsecurity investment.

- Identify potential cross-sell and expansion opportunities based on customer needs and usage, and proactively engage the appropriate Sales representative to develop the commercial opportunity.

- Work closely with our channel partners to ensure coordinated customer engagement, particularly where the partner owns or manages the customer relationship.

- Act as the voice of the customer within Hornetsecurity, ensuring relevant feedback, concerns and improvement opportunities are communicated to the appropriate internal teams and followed through.





- Maintain accurate and up-to-date documentation of customer interactions, calls, meetings, risks, agreed actions and next steps in Salesforce, ensuring visibility and effective collaboration across teams.

- Coordinate customer issues and escalations with the appropriate internal teams and maintain ownership of the customer communication and follow-up until an appropriate resolution or next step has been agreed.

- Drive continuous improvement of Customer Success processes and contribute to initiatives that increase customer satisfaction, adoption, retention and long-term customer value.

Your Profile

- You have proven experience in Customer Success, Account Management, or a comparable customer-facing role

, ideally within IT, cybersecurity, SaaS, or another technology environment.

- Experience working in a fast-paced, international technology company is a plus.

- You are a proactive, highly motivated self-starter who takes ownership of customer relationships and follows actions through to completion, while also working effectively as part of a team.

- You have excellent written and verbal communication skills in Spanish and English

, are comfortable engaging with different stakeholders, and have the ability to influence and build trusted relationships. Additional languages,



particularly Catalan, Portuguese or Italian, would be considered an advantage.

- You have a strong customer-centric mindset and are comfortable proactively engaging customers and partners by phone, email, online meetings, and face-to-face interactions.

- You are able to identify customer needs, potential risks, dissatisfaction, and growth opportunities, and coordinate the appropriate actions with Sales, Partners, Support, Presales, and other internal teams.

- You are results-driven and comfortable working towards measurable quarterly objectives, with strong organizational and prioritization skills and the ability to manage multiple customers and activities simultaneously.

- You are comfortable working with CRM systems such as Salesforce and understand the importance of accurately documenting customer interactions, agreed actions, risks, and next steps.

- You are comfortable with occasional travel to meet customers and partners onsite.

Your Benefits

- Room for innovation and independent action in a forward-thinking company.

- Short decision-making paths and flat hierarchies, fostering an open and collaborative working environment.

- A competitive salary with a performance-based bonus structure.

- Career development opportunities in a fast-paced, international environment.

- Versátil working hours and the option to work from home.

- Delicious coffee, tea, soft drinks, and fresh fruit available.

- Be-Active Bonus – subsidies for your fitness memberships.

- Unlimited contracts – we are looking for hornets who want to grow with us in the long term.

📌 Customer Success Consultant (Madrid)
🏢 Hornetsecurity
📍 Madrid