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Company:
STEM force
Posted: April 28, 2025
Caravelo is a fast-growing SaaS company revolutionizing airline subscriptions and travel commerce.
Our Customer Success team is at the heart of ensuring our clients maximize value from our solutions while fostering strong, long-term relationships.
The mission We're looking for a Customer Success Manager (CSM) who will take full ownership of the customer lifecycle-from onboarding to adoption, expansion, and retention.
The ideal candidate will have a consultative approach, strong business acumen, and the ability to build trusted relationships at all levels within partner organizations.
This is a high-impact, cross-functional role, working closely with Product, Sales, Marketing, and Support to ensure seamless execution and continuous value delivery.
Duties and responsibilities Customer Lifecycle Management Drive a structured success plan across onboarding, adoption, and expansion to ensure customers achieve their business goals.
Lead client onboarding by aligning expectations, defining core processes, and ensuring a smooth implementation.
Monitor key metrics to track adoption, usage, and overall engagement.
Organize and lead weekly client calls and quarterly business reviews to assess performance and identify growth opportunities.
Address customer concerns proactively, identifying early signs of frustration and ensuring quick resolution.
Growth & Expansion Influence customer lifetime value through retention, satisfaction, and NPS performance.
Identify and execute upsell and cross-sell strategies to drive revenue growth.
Work closely with the Sales and Marketing teams to align on customer needs and expansion opportunities.
Customer Advocacy & Relationship Building Act as a trusted advisor, helping clients articulate and demonstrate the value of Caravelo's solutions.
Maintain constant communication with customers, staying attentive to their needs and expectations.
Foster collaboration with internal teams to ensure consistent service levels and aligned interactions across departments.
Implement research activities to gather client feedback and identify opportunities for service improvement.
Serve as an escalation point for critical issues that impact customer success.
Work closely with Product & Support teams to ensure timely resolution of any technical or operational challenges.
Optimize internal processes to enhance efficiency and reduce churn risk.
Maintain accurate documentation of client interactions, feedback, and progress.
Required skills and experience 3+ years of experience in Customer Success, Account Management, or Client Relations in a B2B SaaS environment.
Strong business acumen and ability to communicate and consult at a management level.
Experience in managing customer lifecycles, driving adoption, and influencing retention.
Data-driven mindset-comfortable analyzing metrics and translating insights into action plans.
Proven ability to identify expansion opportunities (upsell & cross-sell) and collaborate with Sales & Marketing teams.
Exceptional relationship-building skills, with a proactive and consultative approach.
Comfortable working cross-functionally with internal teams like Product, Sales, Marketing, and Support.
Strong problem-solving abilities, able to handle escalations and maintain trust with customers.
Excellent written and verbal communication skills, in English and Spanish.
Willingness to travel occasionally for client meetings and business reviews.
If you're looking for a role where you can build strong client relationships, drive revenue growth, and make a real impact in a fast-growing SaaS company-this is it! What we offer Competitive Salary - We offer a competitive compensation package with performance-based incentives.
Career Growth - Work in a high-growth environment with opportunities for professional development.
Awesome Culture - Join a diverse, inclusive, and innovative team that values collaboration.
High Impact Role - Play a key role in shaping the backend architecture of a growing SaaS platform.
Exciting Travel-Tech Projects - Help revolutionize airline subscriptions and travel commerce.
Coverflex Card - Use it for restaurants, transportation, childcare, and even health insurance-tax-free! Tech Tools Budget - Receive €150 after passing the probation period to spend on tech tools of your choice.
About us At Caravelo we are always looking for people with the right mix of passion, authenticity, and attitude to join our team.
We are also proud to be an inclusive, equal opportunity employer.
•
Our Customer Success team is at the heart of ensuring our clients maximize value from our solutions while fostering strong, long-term relationships.
The mission We're looking for a Customer Success Manager (CSM) who will take full ownership of the customer lifecycle-from onboarding to adoption, expansion, and retention.
The ideal candidate will have a consultative approach, strong business acumen, and the ability to build trusted relationships at all levels within partner organizations.
This is a high-impact, cross-functional role, working closely with Product, Sales, Marketing, and Support to ensure seamless execution and continuous value delivery.
Duties and responsibilities Customer Lifecycle Management Drive a structured success plan across onboarding, adoption, and expansion to ensure customers achieve their business goals.
Lead client onboarding by aligning expectations, defining core processes, and ensuring a smooth implementation.
Monitor key metrics to track adoption, usage, and overall engagement.
Organize and lead weekly client calls and quarterly business reviews to assess performance and identify growth opportunities.
Address customer concerns proactively, identifying early signs of frustration and ensuring quick resolution.
Growth & Expansion Influence customer lifetime value through retention, satisfaction, and NPS performance.
Identify and execute upsell and cross-sell strategies to drive revenue growth.
Work closely with the Sales and Marketing teams to align on customer needs and expansion opportunities.
Customer Advocacy & Relationship Building Act as a trusted advisor, helping clients articulate and demonstrate the value of Caravelo's solutions.
Maintain constant communication with customers, staying attentive to their needs and expectations.
Foster collaboration with internal teams to ensure consistent service levels and aligned interactions across departments.
Implement research activities to gather client feedback and identify opportunities for service improvement.
Serve as an escalation point for critical issues that impact customer success.
Work closely with Product & Support teams to ensure timely resolution of any technical or operational challenges.
Optimize internal processes to enhance efficiency and reduce churn risk.
Maintain accurate documentation of client interactions, feedback, and progress.
Required skills and experience 3+ years of experience in Customer Success, Account Management, or Client Relations in a B2B SaaS environment.
Strong business acumen and ability to communicate and consult at a management level.
Experience in managing customer lifecycles, driving adoption, and influencing retention.
Data-driven mindset-comfortable analyzing metrics and translating insights into action plans.
Proven ability to identify expansion opportunities (upsell & cross-sell) and collaborate with Sales & Marketing teams.
Exceptional relationship-building skills, with a proactive and consultative approach.
Comfortable working cross-functionally with internal teams like Product, Sales, Marketing, and Support.
Strong problem-solving abilities, able to handle escalations and maintain trust with customers.
Excellent written and verbal communication skills, in English and Spanish.
Willingness to travel occasionally for client meetings and business reviews.
If you're looking for a role where you can build strong client relationships, drive revenue growth, and make a real impact in a fast-growing SaaS company-this is it! What we offer Competitive Salary - We offer a competitive compensation package with performance-based incentives.
Career Growth - Work in a high-growth environment with opportunities for professional development.
Awesome Culture - Join a diverse, inclusive, and innovative team that values collaboration.
High Impact Role - Play a key role in shaping the backend architecture of a growing SaaS platform.
Exciting Travel-Tech Projects - Help revolutionize airline subscriptions and travel commerce.
Coverflex Card - Use it for restaurants, transportation, childcare, and even health insurance-tax-free! Tech Tools Budget - Receive €150 after passing the probation period to spend on tech tools of your choice.
About us At Caravelo we are always looking for people with the right mix of passion, authenticity, and attitude to join our team.
We are also proud to be an inclusive, equal opportunity employer.
•
Read the full job description and apply online on the recuiter's web-site
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