Strategic Account Governance & Executive CommunicationServe as the primary point of contact and trusted advisor for executive, operational, and technical stakeholders.
Oversee regular alignment meetings to monitor short-term action plans, track deliverables, and manage engagement across regional and leadership teams.
Translate technical capabilities and operational data into compelling executive stories that demonstrate clear business value and ROI.
Business Growth, Strategy & Change ManagementDevelop and execute long-term, multi-threaded account strategies and Success Plans aligned with each customer's digital maturity and business objectives.
Assess client digital maturity to build tailored operational roadmaps that drive e-commerce performance using Instaleap's capabilities.
Drive organizational change management to help client HQ and leadership teams adopt digital transformation initiatives.
Identify process optimizations, conversion improvements, and last-mile/fulfillment performance gains.
Commercial Partnership & Account ExpansionUncover account expansion opportunities by introducing new workflows, best practices, and additional Instaleap solutions.
Partner closely with the Sales/Account Executive team on upsell and cross-sell initiatives.
Lead business value conversations during commercial discussions.
Represent Instaleap at key industry commercial events (e.
ShopTalk, NRF Retail's Big Show Europe, EuroShop, eCommerce Expos).
Operational Alignment & Data-Driven Consulting(In collaboration with the Customer Operations Analyst supporting the account)Analyze key performance metrics (e.order fulfillment rate, delivery time, OTIF, conversion rates) alongside the Customer Operations Analyst to extract actionable insights and assign client-side ownership.




Conduct root-cause analysis when performance deviates from targets and execute cross-functional correction plans.
Client Onboarding, Enablement & Advocacy(In collaboration with the Customer Operations Analyst supporting the account)Direct structured onboarding programs, training sessions, and knowledge transfers for client HQ and operational teams, supported by the Customer Operations Analyst.
Act as the internal voice of the customer, escalating client priorities and feeding real-world operational insights into Instaleap's Product, Technical, and Support roadmaps.
Risk Management & Health MonitoringTrack early risk indicators (e.
Your experience has been shaped by6+ years of experience in Enterprise Customer Success, Strategic Account Management, Enterprise SaaS, or Top-Tier Management Consulting.
Proven track record managing Large Enterprise / Strategic Accounts ($1M+ ARR / complex retail accounts) with C-suite and VP stakeholder mapping.
Strong commercial awareness and demonstrated capability to identify account growth/expansion opportunities.
Cross-functional collaboration experience with Product, Engineering, Sales, and Support teams.
Preferred (Nice to Have)Spanish OR Portuguese: Direct domain experience in Grocery, Retail, E-commerce, Last-Mile, or Logistics.
Familiarity with enterprise CRM/Ecommerce systems (Salesforce, HubSpot). Your SuperPowersCustomer Success & Value RealizationStrategic Account Management & Multi-threadingConsultative Selling & Commercial MindsetExecutive Presence & StorytellingChange Management & Conflict ResolutionData Analysis & Risk MitigationLanguage

Requirements:
English Professional / Native Proficiency (Required). Preferred (Nice to Have):Spanish OR Portuguese: Direct domain experience in Grocery, Retail, E-commerce, Last-Mile, or Logistics.
Familiarity with enterprise CRM/Ecommerce systems (Salesforce, HubSpot). What we bring to the tableIndefinite-term employment contract under Spain labor law.
Health insurance:

📌 Customer Success Manager (España)
🏢 Instaleap
📍 España