Customer Success Manager

Who we are?

Onclusive is a world leader in media intelligence technology and services dedicated to supporting PR, Communications and Marketing professionals. We deliver leading-edge innovation, human expertise, and unmatched media reach in a suite of media management, monitoring and analysis solutions that support every stage of the communications cycle. Our unified platform and services enable our customers to make fast, accurate, data-driven decisions about their communications and marketing strategies, allowing them to prove and improve their value.

With offices in major cities including London, New York, Paris, Grenoble, Singapore, Italy, Rabat, Buenos Aires, Mexico, Madrid, Amsterdam, Mumbai and more, Onclusive serves a diverse clientele worldwide.

What are we looking for? 

At Onclusive, we are looking for a dynamic Customer Success Manager (CSM) to join our team in Madrid.

Your mission will be to deliver an exceptional customer experience, ensuring client retention and driving business growth. With project management and client development at the core of your role, you will build strong, trust-based relationships with our customers, guiding them to achieve their business goals and unlocking mutual success.

Key responsabilities :

• Be a Strategic Partner: Manage a portfolio of clients, ensuring their success, retention, and engagement while identifying opportunities for growth and expansion.

• Understand Customer Needs: Develop a deep knowledge of our products and services, and align them with each client’s unique objectives.

• Deliver Excellence: Lead project implementations with precision, ensuring clear frameworks, high-quality results, and on-time delivery.

• Drive Business Growth: Identify upsell opportunities, proactively developing your portfolio’s potential.

• Perform Business Reviews: Conduct regular business reviews to ensure alignment with client needs, demonstrate value, and secure renewals.

• Collaborate Across Teams: Work closely with sales, marketing, product, and support teams to address customer challenges, improve the overall customer experience, and contribute to service enhancements.

• Use Data-Driven Insights: Analyze customer data to identify trends, patterns, and growth opportunities, presenting actionable insights to clients.

What do you bring? 

• 2 years of experience in a customer success or client-facing role, ideally with global enterprise clients.

• Proven expertise in business development, especially identifying new use cases and applications for SaaS products.

• Strong analytical skills to leverage customer data for actionable insights.

• Experience in PR communication and/or social listening is a plus.

• Exceptional organizational and time-management skills, with the ability to manage multiple priorities autonomously.

• Native-level Spanish proficiency and excellent English communication skills.

• A passion for technology, innovation, and the evolving world of PR and social media.

What do we offer? 

We offer a fantastic opportunity to participate in the development of a revolutionary company open to what's trending in all industries worldwide, as well as:

• An incredible work environment – fun, casual, high energy, and fast-paced.

• Opportunity to work in the world of social media and big data with an international team of passionate professionals.

• Rapidly developing business, you will be a key part of the expansion. 

• Flexibility to balance remote work with in-office collaboration.

• Initiatives like mental health support and programs promoting work-life balance.

• Access to tailor-made trainings with Onclusive Academy & Coursera.

• Health insurance coverage.

• A day of volunteering per year granted to defend an important cause for you. 

Onclusive seeks to attract top talent and proudly stands as an equal opportunity employer. We value diversity and are dedicated to cultivating an inclusive environment for all our employees.