Customer Success Specialist or Manager


FROGED is looking for a Customer Success Specialist/Manager to join our award-winning and growing company.

If you have a passion for world-class SaaS Customer Success and are based in Spain or Europe, this is an amazing opportunity to play a leading role in shaping the evolution of a disruptive SaaS business. This is a hands-on role, so you will be directly involved in client communication and product updates.

Responsibilities include 🚀:

  • Establish clear retention goals and process milestones for our Customers
  • Assist customers as needed with setting up and navigating our software
  • Create documents and tutorials to promote the value of the product
  • Upsell accounts and build long term revenue
  • Create training courses and educational materials for other members of the department
  • Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
  • Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
  • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best addons for their needs
  • Optimize existing processes within the company and actively enhance all Customer Success initiatives

Qualifications 📖:

  • An exceptional customer success background providing customer advocacy
  • Excellent written, oral communication and interpersonal skills – you can craft grammatically impeccable emails
  • A curious mindset with a keen interest to deeply understand core efficiencies and obstacles facing the client
  • An aptitude for learning new products, processes, and systems
  • Organizational management in setting priorities, adherence to scheduled activities, and timely responses to customers
  • An out of the box problem solver who is solution oriented at all times
  • A team player, who contributes ideas to improve processes
  • You speak and write fluently in English
  • Fluent in Spanish
  • Ability to speak Portuguese, a plus
  • 2-3 years of work experience in a customer success or service environment in SaaS companies is highly appreciated

Benefits 🥳:

  • Competitive salary
  • 100% Remote Friendly, Spain preferred
  • Monthly/Quarterly Team Building activities
  • High career growth potential
  • HUGE opportunity to learn Product Management and contribute to the CS strategy of a fast-growing startup
  • Wellness program (Gym Membership, Sports)
  • JuanJo’s paella (trust us this is an amazing benefit)
  • 23 labor vacation days

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