- We are looking for a Customer Success Director – Strategy & Performance to lead our customer strategy with the goal of maximizing satisfaction, retention, and profitability

- This is a key leadership role responsible for driving strategic and operational excellence across the Customer Success function

- You will oversee Client Directors and their teams, and work closely with the COO and cross-functional teams to align goals and execute customer-centric strategies

- Design and implement strategies to drive customer retention, satisfaction, and long-term growth

- Lead and mentor Client Directors and their teams, fostering a culture of customer excellence

- Define, track, and continuously improve key KPIs, including:

- NPS (Net Promoter Score)

- NRR (Net Revenue Retention)

- Customer margins
- Identify and act on opportunities to optimize operational efficiency across the Customer Success organization

- Serve as a strategic reference point for innovation and best practices in customer management

- Collaborate closely with the COO and other department leaders (Product, Sales, Operations) to ensure strategic and operational alignment with overall company goals

Benefits

- Career plan and professional growth: Lets discover what your strengths are and how you can give your best!

- Healthy snacks at the office

- Beers at the office: Free crafted beer sessions on Fridays with your work colleagues.



Because not everything is just about work

- Half-paid health insurance

- 25 days of paid vacation

- English lessons: Different level group lessons with a native teacher

- Team building every quarter
- Pizza sprint: Every two Fridays after the sprint review, join the team in a meal and enjoy the great company

- Crossfit and Yoga lessons: Group sessions with nice personal trainers- You’ll be a strategic driver of transformation, with a focus on continuous improvement and measurable results

- This senior-level position requires a strong business mindset, data-driven decision-making, and a deep commitment to customer excellence

- Outstanding leadership, communication, and cross-functional collaboration skills

- Prior experience in B2B SaaS environments and fast-scaling companies

- Strong analytical skills and ability to translate data into strategic decisions

- High level of English & Spanish (spoken and written)

- Proven track record in driving significant improvements in KPIs such as NPS and NRR

- Hands-on attitude with a high focus on results

- 8+ years of experience in Customer Success, Strategic Consulting, or Account Management, with at least 3 years in a senior leadership role

- Native level of Italian
- Deep previous experience working directly with Retail, Grocery (GDO), or Banking clients

📌 Client director Italy (Customer Success Management) (Barcelona)
🏢 Loyal Guru
📍 Barcelona