Customer Success Manager - Madrid/Barcelone

Started in France in 2016, Mytraffic’s mission is to empower commerce professionals with the best location analytics and insights to be smarter every day and design the best experiences in physical locations.

We already serve more than 500 customers in many different sectors (Retail, Real Estate, Consulting Companies, Cities…) all over Europe to help them expand their businesses, analyze or predict performances of investments, understand their customers’ habits, benchmark their results with competition… Mytraffic is a hyper growing scale up supported by 30 Millions € Series B fundraising round with Axa Venture Partners, Alven and Kernel Investissements in November 2022 to finance its European expansion.

In January 2024, Mytraffic announced the strategic acquisition of the Spanish start up Geoblink, becoming Europe's premier location intelligence platform.

About our team :

You will work in a team of 9 Customer Success Managers and report to a Lead CSM, under the Head of Customer Success, Adei. The team will keep growing in the coming months/years. Enrich it, share your vision, and grow within Mytraffic!

To give you more details about your day-to-day at Mytraffic :

Adoption and operational excellence

• Deliver value early and consistently: make sure each client sees concrete results from Gini as quickly as possible, directly linked to the business needs that led them to choose Mytraffic.

• Expand the value delivered: regularly review each client's situation with them, measure the results achieved, and identify new needs that Gini can address.

• Lead & maintain the AI shift with your clients: make Gini, our conversational AI companion for location intelligence, a daily reflex that drives concrete decisions (siting, performance, expansion).

• Own adoption from day one: onboard, activate and follow each account with a usage-centric approach, tracking who uses Gini, how, and for what.

• Turn client goals into value: identify the workflows that matter and structure them into projects and new use cases in Gini.

• Keep a steady rhythm with your portfolio: monthly check-ins, training and best-practice sharing to grow understanding and usage.

• Anticipate risk: proactively measure your portfolio's performance and act before situations become critical.

• Be the trusted, responsive advisor for every stakeholder, technical or business.

• Be the client's voice internally: bring customer needs, objections and usage patterns to product teams, unblock new deployments, and help shape our processes and product.

• Be the owner of your portfolio: generate upsell opportunities, client testimonials, and make the MyTraffic brand shine in your vertical.

Account and Business Planning

- Leading quarterly business reviews with Sales

- Recommend, drive and execute the account plan on your portfolio, and lead customer relationship as a trusted advisor,

- Influence your client into becoming Mytraffic's true advocate through public speaking events, testimonials, success stories.

Contribute to CSM team structure and customer outreach

- Drive cross-functional projects, team methodologies and ensure automating success process for our clients' scalability,

- Being the internal voice of our clients,

- Guarantee a best in class adoption and usage of all Customer Success tools and reportings (HubSpot, Claude, ChatGPT, Mixpanel) .

About you :

You're hungry to drive change and innovation through AI: you're curious about new tools, you experiment, and you know how to bring clients along in a transformation.

Location : Madrid or Barcelona

You are bilingual in French and English, Spanish is a plus.

• You have experience: you have at least 3 years in a CSM role, in SaaS B2B and on a complex solution. Or a previous experience in the data industry and/or GenAI.

• You're an AI enthusiast: you genuinely enjoy AI products, you experiment with new tools, and you can easily explain LLM, Agentic tokens and so on clearly and credibly to any audience.

• You're customer-centric: you've got a strong experience managing a significant portfolio with key accounts, in customer success, account management or solutions consulting, and you have a proven track record on client satisfaction.

• You're business-oriented: you understand client goals and turn them into practical workflow and adoption plans, and you master sales cycles, anti-churn strategies and portfolio expansion.

• You're a strong communicator: you build trust with technical and non-technical stakeholders alike, and you present with clarity and impact.

• You're a team player: you coordinate across teams with ease and have a positive impact on people.

• You're resilient, coachable and take high ownership in a fast-moving environment, always looking for the best solution for clients.

• You're an organizer: you handle onboarding, follow-through and cross-functional coordination with operational excellence.
  Willingness to visit clients on site periodically is a key factor

• You’re open to visit client on site periodically for workshops, QBR or to build a proper response to their problematic

What we offer :

- Dynamic Work Environment: Our department is a hub of innovation, testing new technologies and exploring new verticals.

- High Impact: The quality of our analyses is recognized by major market players, and our solutions have a significant impact on our clients.

- Cross-functional Collaboration: You will be the link between various Mytraffic teams throughout project timelines, ensuring comprehensive and effective solutions.

The Recruitment Process

15 min with our Talent Acquisition

30 min with your future manager

45 min Business case

45 min Values Interview

30 min with our N+2, Adei