Senior Customer Success Manager Canary Islands (Remote)

The Role:

We are seeking an experienced and dynamic Senior Customer Success Manager to join our team. In this role, you will be the primary point of contact for our largest and most strategic customers, guiding them through their entire journey from onboarding and adoption to retention and advocacy. You will play a pivotal role in ensuring our clients achieve maximum value from our platform, helping them to bring more OnlyFans creators on board, and acting as a trusted advisor and partner.

About Us:

Infloww was founded with a specific purpose in mind to address the underserved needs of spicy creators segment often overlooked by mainstream tech companies. Our journey began with the development of the Infloww CRM, a platform tailored for the 3+ million OnlyFans creators. However, this marked just the beginning of our journey. Today, we are diversifying our company portfolio into new arenas, including Al-powered tools and fintech. We are a diverse team of builders and creatives distributed across the globe. This is your chance to be part of a movement that will elevate an entire industry.

You’ll be responsible for:

Relationship Management:

• Develop and maintain strong relationships with our largest customers, ensuring their satisfaction and success with Infloww’s products and services.
• Act as a trusted advisor to customers, understanding their business goals and providing tailored solutions to meet their needs.

Customer Journey Management:

• Oversee the entire customer lifecycle, from onboarding and adoption to retention and advocacy, ensuring a seamless and positive experience.
• Train and educate clients on new features, enabling them to fully utilize our platform’s capabilities and bring more OnlyFans creators to Infloww.

Internal Collaboration:

• Resolve any issues or problems faced by customers promptly, by coordinating with relevant internal teams (support, product etc.) and effectively to build trust and long-term relationships.
• Act as a liaison between customers and product development teams, gathering feedback, communicating customer needs, and advocating for product enhancements.

Reporting and Metrics:

• Prepare regular progress reports and forecasts for internal and external stakeholders, utilizing key account metrics.
• Analyze data to identify trends and areas for improvement, driving key projects that enhance customer success and satisfaction.

Thought Leadership:

• Stay up-to-date with industry trends and best practices to provide customers with cutting-edge solutions and insights.
• Lead key improvement projects and support the development of your peers, fostering a culture of learning and growth within the team.
• Be a role model for junior team members, demonstrating best practices in customer success.

Ideally, you’ll have:

• Minimum of 5 years of experience as a Customer Success Manager, with a proven track record of working with large accounts.
• Strong background in SaaS business models and experience with CRM tools.
• Fluent in English with excellent communication and interpersonal skills. Spanish is a strong plus.
• Proven ability to manage complex customer relationships and drive successful outcomes.
• Familiarity with CRM tools (Hubspot, Salesforce etc.) and metrics to track customer success and engagement.
• Self-motivated, proactive team player with innovative ideas for customer growth and loyalty.
• Highly organized and detail-oriented, capable of managing multiple priorities and projects simultaneously.
• Passionate about customer success and dedicated to delivering exceptional service and value.

What’s in it for you

• Relocation Assistance: We are building a team in the Canary Islands and can provide support for relocation for those that choose to relocate.
• Competitive Salary: Attractive compensation package commensurate with experience and skills.
• Remote Work: We offer flexible working hours and location options. You can also enjoy the benefits of our office location in Berlin
• Professional Growth: Opportunities for career advancement and personal development in a fast-growing company.
• Inclusive Culture: Be part of a diverse and collaborative team committed to innovation and excellence.
• Collaborative and Supportive Team: Working with team members that understands the importance of the work you’ll be doing