For our location in Madrid we are looking for a motivated Technical Customer Success Consultant (m/f/d) for 40 hours/week. Your Job
• Serve as the main Customer Success point of contact for a portfolio of Hornetsecurity customers, building strong relationships with customers and their partners and helping them maximize the value of their Hornetsecurity solutions.
• Proactively manage customer engagement by scheduling and driving regular Success Reviews, follow-up meetings and other relevant customer touchpoints.
• Regularly assess customer satisfaction, product adoption and overall account health, identifying potential risks, dissatisfaction or underutilization at an early stage and proactively initiating appropriate actions.
• Travel to meet customers and partners onsite on occasion.
• Identify and mitigate churn risks by developing appropriate action plans and coordinating with Sales, Partners, Support, Presales and other internal stakeholders when required.
• Help customers understand and adopt relevant new capabilities, features and best practices, ensuring they continuously derive value from their Hornetsecurity investment.
• Identify potential cross-sell and expansion opportunities based on customer needs and usage, and proactively engage the appropriate Sales representative to develop the commercial opportunity.
• Work closely with our channel partners to ensure coordinated customer engagement, particularly where the partner owns or manages the customer relationship.
• Act as the voice of the customer within Hornetsecurity, ensuring relevant feedback,



concerns and improvement opportunities are communicated to the appropriate internal teams and followed through.
• Maintain accurate and up-to-date documentation of customer interactions, calls, meetings, risks, agreed actions and next steps in Salesforce, ensuring visibility and effective collaboration across teams.
• Coordinate customer issues and escalations with the appropriate internal teams and maintain ownership of the customer communication and follow-up until an appropriate resolution or next step has been agreed.
• Drive continuous improvement of Customer Success processes and contribute to initiatives that increase customer satisfaction, adoption, retention and long-term customer value.

Your Profile
• You have proven experience in Customer Success, Account Management, or a comparable customer-facing role, ideally within IT, cybersecurity, SaaS, or another technology environment.
• You ideally have a professional background in IT or experience in a technical role, allowing you to understand software solutions and confidently discuss technical topics with customers.
• Experience working in a fast-paced, international technology company is a plus.
• You are a proactive, highly motivated self-starter who takes ownership of customer relationships and follows actions through to completion, while also working effectively as part of a team.




• You have excellent written and verbal communication skills in Spanish and English. Additional languages, particularly Catalan, Portuguese or Italian, would be considered an advantage.
• You have a strong customer-centric mindset, proactively engage with customers and partners, identify their needs, risks, and growth opportunities, and collaborate with internal teams like Sales and Presales to ensure appropriate follow-up.
• You are results-driven and comfortable working towards measurable quarterly objectives, with strong organizational and prioritization skills and the ability to manage multiple customers and activities simultaneously.
• You are comfortable working with CRM systems such as Salesforce and understand the importance of accurately documenting customer interactions, agreed actions, risks, and next steps.
• You are comfortable with occasional travel to meet customers and partners onsite. Your Benefits
• Room for innovation and independent action in a forward-thinking company.
• Short decision-making paths and flat hierarchies, fostering an open and collaborative working environment.
• A competitive salary with a performance-based bonus structure.
• Career development opportunities in a fast-paced, international environment.
• Versátil

working hours
and the option to work from home.
• Delicious coffee, tea, soft drinks, and fresh fruit available.
• Be-Active Bonus – subsidies for your fitness memberships.
• Unlimited contracts – we are looking for hornets who want to grow with us in the long term.

📌 Technical Customer Success Consultant (Madrid)
🏢 Hornetsecurity
📍 Madrid