Head of Customer Success & Support Spain
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Your Mission
As Your Mission
Head of Customer Success & Support for Spain, you will be at the heart of Silae's growth journey, driving excellence in customer experience and operational integration following the acquisition of two companies (Summar & Denario).
Your mission:
Unify, empower, and elevate
our Spanish Customer Success teams, ensuring that we not only meet but exceed expectations in this critical market.
You will:
* Lead and inspire a team of 20+ professionals, fostering a high-performance culture rooted in collaboration, accountability, and innovation.
* Design and implement the organizational structure for the post-acquisition Spanish operation, ensuring seamless integration and clarity of roles.
* Merge and unify two distinct teams into one cohesive, motivated, and results-driven unit.
* Identify and activate key efficiency levers to accelerate time-to-value and boost team productivity.
* Evaluate, strengthen, and scale operational processes to ensure full team ownership and maximum efficiency.
* Analyze current and future customer needs, ensuring our services and solutions remain ahead of the curve.
* Streamline onboarding journeys, designing scalable and efficient paths to accelerate customer adoption and satisfaction.
* Drive strategic initiatives aligned with Silae's long-term vision for Spain.
* Foster strong cross-functional alignment with key departments: Product, Sales, HR, and Finance.
Requirements
What We're Looking For
* Proven Leadership: 8+ years in Customer Success management, including at least 4 years leading teams in high-growth tech or SaaS environments.
* Strategic & Analytical Mindset: Demonstrated success in designing and executing strategic plans, identifying core business challenges, and implementing scalable solutions.
* Industry Knowledge: Experience in Fintech is highly valued; payroll management expertise is a strong plus.
* Growth Orientation: A track record of launching and scaling initiatives that drive customer satisfaction, retention, and revenue growth.
* Problem Solving Excellence: Ability to identify bottlenecks across the customer journey and implement impactful solutions.
* Influence & Gravitas: Skilled in leading cross-functional teams and engaging with senior stakeholders.
* Strategic Execution: Comfortable navigating from big-picture vision to hands-on implementation, using both qualitative insights and data analytics to inform decisions.
* Process & Automation Expertise: Experience in process re-engineering and automation to drive efficiency and improve user experience.
* Product Collaboration: Ability to surface product improvement opportunities and drive implementation in line with customer and business priorities.
* Change Leadership: Deep experience driving organizational change, aligning stakeholders, and navigating complexity with confidence.
* Team-First Mentality: A collaborative leader with genuine enthusiasm, strong interpersonal skills, and a drive to elevate those around you.
* Scale-Up Experience: Experience operating in fast-paced, rapidly scaling SaaS or Fintech environments is a strong advantage.
* Languages: English or French is a plus.
Benefits
* Competitive salary (Fix + Variable)
* Health: Medical insurance
* Meals & travels: Your daily expenses when traveling to our local and international offices will be covered.
* Build the future of Silae Spain: This is a key role following recent acquisitions, at the heart of decisions shaping the company's future.
* Career Development: Significant growth in responsibilities and resources over the coming years.
* Remote Work: Enjoy 2 days of remote work per week to optimize focus and efficiency.
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