From Nuclio Talent, we are looking for a Customer Success Manager – Key Engage to join an innovative company in the fintech sector, focused on enhancing employees' financial wellbeing through flexible and impactful financial solutions.
The selected candidate will be responsible for driving retention and sustaining product adoption across a portfolio of Key Engage clients, ensuring long-term engagement and value generation within optimized accounts. You will actively monitor customer health and usage KPIs, identify opportunities to improve engagement, and execute scalable retention strategies through a data-driven and operational approach.
We are looking for a highly analytical and proactive profile, detail-oriented, with a strong focus on customer lifecycle management, operational efficiency, and continuous improvement. The ideal candidate will be passionate about delivering a seamless customer experience and creating long-term value in a fast-paced and high-impact environment.
What are the main functions and responsibilities of a Customer Success Manager?
- Take ownership of retention and usage health across a portfolio of Key Engage clients, ensuring sustained engagement and long-term value realization.
- Monitor and analyse engagement performance indicators (such as MTU, MAU/EE ratios, and feature adoption trends) to proactively identify risks, drop-offs, and growth opportunities.
- Design and execute structured client communication and engagement strategies to maintain consistent product usage beyond initial onboarding and launch phases.
- Detect early signals of disengagement or churn risk and activate targeted recovery and re-engagement actions to restore client activity and value perception.
- Lead periodic performance and value reviews focused on usage evolution, product value delivery, and retention drivers, rather than commercial expansion.
- Serve as the internal voice of the customer by translating behavioural and engagement insights into actionable feedback for Product and Operations teams.
- Collaborate closely with Onboarding, Support, Marketing, and Client Operations teams to guarantee seamless access, smooth user experience, and reliable service delivery.
- Use recurring performance reporting as a trigger for continuous optimisation, driving proactive engagement initiatives and improvement actions across the client base.
What skills do I need to be a good Customer Success Manager?
- Bachelor's degree in Business Administration, Marketing, Finance, or a related discipline.
- Bilingual proficiency in English and Spanish.
- Strong written and verbal communication abilities.
- Comfortable working with data, dashboards, and performance indicators.
Ideal Candidate Profile
- Highly self-driven and proactive, with the ability to take initiative and complete tasks independently.
- Strong cross-functional collaboration skills, able to work effectively with different internal teams to support client success.
- Positive attitude toward challenges, with a creative approach to problem-solving.
- Data-oriented mindset with the ability to translate insights into actionable steps.
- Highly curious and quick to learn about technical platforms and clients' strategic goals.
- Strong interest in customer engagement, retention, and overall customer health.
- Motivated by creating impact, particularly in improving employees' financial wellbeing.
Why should I apply for the Customer Success Manager position?
- 23 days of annual leave, plus 3 additional days over the Christmas period
- Hybrid working model, combining remote work and office collaboration
- 4 weeks per year of remote work from anywhere in the world
- Flexible benefits package including Cheque Gourmet, transport allowance, and childcare vouchers.
- Home office budget to help you set up your workspace
- Reduced-cost comprehensive health and dental insurance
- Access to a wide range of discounts and perks through our rewards platform
- Exclusive use of the Hastee app, offering early wage access, budgeting tools, financial management support, and savings features
If you're excited about joining a company driven by collaboration, ownership, and a strong culture of innovation and learning, this could be the right fit for you. You'll be part of an environment that promotes experimentation, keeps the customer at the heart of every decision, and fosters collective growth and shared success.
We are looking for someone who thrives in operational challenges, enjoys solving problems, and is motivated by building efficient, scalable processes in a fast-moving fintech setting. This is a unique opportunity to join a forward-thinking, international organization where continuous improvement is part of the culture and day-to-day mindset. Based in Barcelona, you will work within a high-energy, collaborative team shaping a product that directly improves the financial wellbeing of thousands of people across Europe.