Head of Customer success & support Spain Head of Customer success & support Spain
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Your Mission
As
Your Mission
As 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:
to 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 highperformance culture rooted in collaboration, accountability, and innovation
* Design and implement the ideal organizational structure for the postacquisition 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
* Analyse 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:
Drive roadmap alignment through customer feedback
* Sales:
Ensure seamless collaboration on renewals, upsell, and client health
* HR:
Partner on talent acquisition and team development
* Finance:
Support robust reporting and operational planning
* Build strategic external partnerships to enhance and expand the Silae Spain ecosystem
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
What we offer:
Compensation:
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 for Silae Spain following the recent acquisitions, you will be at the heart of decisions that will shape the future of the company itself
Career Development :
Our ambition for the coming years implicates a drastic growth in every single aspect of this role responsibilities and resources allocated
Remote Work:
enjoy 2 days of remote work per week to optimize your focus and efficiency Seniority level
* Seniority level Mid-Senior level
Employment type
* Employment type Full-time
Job function
* Job function Customer Service
* Industries IT Services and IT Consulting
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