What would you do?

1. 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.

2. Business Growth, Strategy & Change Management

- 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.

3. Commercial Partnership & Account Expansion

- 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).

4. Operational Alignment & Data-Driven Consulting

(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.

5. 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.

- 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 & C

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