Responsable de Éxito del Cliente

Job Title

Location: Madrid

Employment Type: Full-time

Workplace Type: Hybrid

Reports To: Head of Customer Success

The Role

The Customer Success team manages approximately 240 accounts. As the team grows, we need an experienced Customer Success Manager (CSM) who can build strong customer relationships, drive adoption, and help customers get measurable value from Pexapark.

As a Customer Success Manager, you will own a portfolio of customers and run the day-to-day relationship, from onboarding to adoption and regular success reviews. You will work alongside the commercial Account Manager, who owns renewals and growth, as their partner: spotting risk early and surfacing expansion opportunities with clear context.

This role is ideal for someone with a few years of customer-facing experience who wants to build deep expertise in clean energy markets and grow their career in customer success. With hands-on coaching and a clear career framework, it is a strong foundation for progression to Senior CSM.

What You Will Do

Customer Success Management

• Own a portfolio of approx. 50 customers, running onboarding, regular check-ins and success reviews tied to each customer's goals
• Build strong relationships with users and key stakeholders, including originators, traders, and analysts, and start to engage senior contacts
• Prepare and deliver success reviews that link customer goals to Pexapark use cases, with support from your manager on complex accounts
• Identify upsell and expansion signals, such as new teams, markets, or use cases, and share them with the Account Manager with the context they need for outreach
• Spot retention risks early and work with your manager to build mitigation plans, executing most of them independently

Platform expertise and problem solving

• Advise customers on how to apply platform features to their business use cases
• Define and clarify customer problems before proposing solutions
• Use usage and health data to shape clear, practical recommendations

Team contribution

• Take part in, and sometimes lead, team initiatives
• Surface what is not working and suggest improvements, with a continuous improvement mindset
• Support new joiners and share best-practice ideas with the team

Operational rigor

• Keep account data in Salesforce and Vitally accurate and up to date for your portfolio
• Contribute account-level input to weekly and monthly CS reporting packs
• Share structured customer feedback and feature requests with Product

What You Will Bring

• Experience in Customer Success
• Experience managing a portfolio of B2B customers and building relationships with multiple stakeholders
• Growing commercial awareness: you understand churn risk and can spot opportunities for growth
• Clear written and verbal communication skills, with peers and with mid-level management
• Confidence preparing for and running customer meetings with structure and purpose
• Highly organized, with the ability to manage multiple accounts and priorities at once
• Familiarity with Salesforce or equivalent CRM and customer success platforms
• Comfortable working with data to guide decisions and explain what the numbers mean
• Experience in SaaS or B2B environments (required); interest in energy markets or clean energy is a plus
• A good sense of humor and a collaborative working style

We Offer

• The opportunity to influence major decisions in the energy sector, supporting the transition to net zero
• A clear career path, with coaching and a structured framework to help you progress to Senior CSM
• A highly flexible environment with hybrid working options
• Company-wide events, including PEXA parties
• A scale-up culture made up of an internationally diverse team of renewable energy experts and seasoned professionals
• A company bonus scheme or company incentive plan