What would you do? 2. Business Growth, Strategy & Change Management 3. Commercial Partnership & Account Expansion 4. Operational Alignment & Data-Driven Consulting

Strategic Account Governance & Executive Communication

Serve as the primary point of contact and trusted advisor for executive, operational, and technical stakeholders.

Facilitate regular executive touchpoints, leading Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and Monthly/Quarterly Steering Committees (SteerCos) with VPs and C-Level leaders to align on strategy and business outcomes.

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.

Develop 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.

Uncover 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.g., ShopTalk, NRF Retail's Big Show Europe, EuroShop, eCommerce Expos).

In collaboration with the Customer Operations Analyst supporting the account

Analyze key performance metrics (e.g., order fulfillment rate, delivery time, OTIF, conversion rates) alongside the Customer Operations Analyst to extract actionable insights and assign client-side ownership.

Oversee the implementation of customized dashboards and reports to track success indicators across various stores, regions, and timeframes.

Conduct root-cause analysis when performance deviates from targets and execute cross-functional correction plans.

In collaboration with the Customer Operations Analyst supporting the account

5. Client Onboarding, Enablement & Advocacy

Direct structured onboarding programs, training sessions, and knowledge transfers for client HQ and operational teams, supported by the Customer Operations Analyst.

Ensure the ongoing maintenance of client-specific documentation, playbooks, and operational best practices.

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.

6. Risk Management & Health Monitoring

Track early risk indicators (e.g., declining platform usage, delayed rollouts,



missed KPIs) and build proactive mitigation plans.

Lead cross-functional resolution efforts during escalations to protect account health.

Your experience has been shaped by

6+ 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.

Experience leading executive presentations and high-stakes business reviews.

Cross-functional collaboration experience with Product, Engineering, Sales, and Support teams.

Language Requirements

English: Professional / Native Proficiency (Required).

Preferred (Nice to Have)

Spanish OR Portuguese: Professional Proficiency (Highly Preferred).

Direct domain experience in Grocery, Retail, E-commerce, Last-Mile, or Logistics.

Prior experience managing European/UK enterprise customers.

Familiarity with enterprise CRM/Ecommerce systems (Salesforce, HubSpot).

Your SuperPowers

Customer Success & Value Realization

Strategic Account Management & Multi-threading

Consultative Selling & Commercial Mindset

Executive Presence & Storytelling

Change Management & Conflict Resolution

Data Analysis & Risk Mitigation

Language Requirements: English Professional / Native Proficiency (Required).

Preferred (Nice to Have):

Spanish OR Portuguese: Professional Proficiency (Highly Preferred).

Direct

📌 Enterprise Customer Success Manager – UK (Madrid)
🏢 Instaleap
📍 Madrid