?

About the Role
Hello ? We're seeking a Customer Success Manager (CSM) to join our international team. This is a mid-level role where you will be the strategic, high-touch point of reference for our key Enterprise and Mid-Market clients across the European Retail and Grocery sector. Your mission is to move beyond mere retention and act as a true strategic partner, ensuring our clients maximize the value derived from our loyalty and data platform, driving their long-term success. ? Your Responsibilities
• Portfolio Management: Autonomously manage a portfolio of Italian Enterprise/Mid-Market accounts, building and maintaining solid relationships with key stakeholders.
• Onboarding & Adoption: Guide new clients through the onboarding process, ensuring rapid platform adoption and achieving initial business goals (Time-to-Value).
• Loyalty & CRM Campaign Strategy: Strategize, manage, and optimize CRM campaigns focused on customer engagement and loyalty programs.
• Consulting & Data-Driven Recommendations: Analyze customer data and metrics to support clients with proactive, consultative recommendations for improving their activities and customer engagement.
• Strategic Time Allocation: Dedicate approximately 20 hours/month per key account for strategic consulting, Quarterly Business Reviews (QBRs), and campaign optimization.
• Operational Efficiency: Strictly manage your time allocation. You will be expected to minimize internal administrative tasks to stay within the assigned internal budget, maximizing the billable time dedicated to client growth.
• Retention & Upsell: Secure contract renewals and proactively identify Upsell and Cross-sell opportunities within your portfolio.
• Voice of the Customer: Gather valuable feedback from the Italian market and collaborate closely with the Product and Sales teams to constantly improve our offering. ✅ What we're looking for in you
•

Experience:




+5 years of proven experience as a Customer Success Manager, Account Manager, or Consultant, preferably in SaaS B2B or the Retail Tech / MarTech space.
• Languages: Native Spanish (Must-have) and Fluent English and Italian.
• Analytical

Skills:
Strong ability to interpret data and metrics to guide client strategic decisions and optimization efforts.
• Commercial Mindset: Ability to spot and pursue growth opportunities (upsell/cross-sell) while maintaining a high-touch, consultative approach.
• Organization: Excellent time management and organizational skills to effectively balance internal administrative tasks with dedicated client success time. ? Extra points to shine Deep previous experience working directly with Retail, Grocery (GDO), or Banking clients. ? What's the team like? You’ll be part of a dynamic, international, and highly collaborative team. We are passionate about client success and value a proactive, consultative approach. Expect a high-energy work environment where ownership and strategic thinking are key. Here, you'll have the autonomy to manage your portfolio and a clear path for professional development in a rapidly growing company. ? Perks of being a Loyal Guru What makes working at Loyal Guru different? ? ? Flexibility & Work-Life Balance
• ⏰ Versátil schedule: Organize your day to work best for you.
• ✨ Reduced hours on Fridays: Enjoy long weekends and all of August with a condensed schedule.
• ? Day off on your birthday: Because celebrating is important
• ?️ 25 days of vacation: Disconnecting is also part of the job. ? Professional Growth
• ? Budget for training and language classes: Learn whatever inspires you and level up your career.
• ? Clear career path: Opportunity for professional advancement within the Customer Success or consulting track. ? Real Wellness
• ? ♀️ Access to Wellhub and BH Bienestar: Physical and emotional health in balance.
• ? 50% discount on health insurance (Sanitas).

📌 Customer Success Manager (Barcelona)
🏢 Empresa Confidencial
📍 Barcelona