Scout Motors is looking for a Manager, Customer Success - Spain to lead our team focused on strategic enterprise accounts. This is a hands-on leadership role for someone who loves engaging with customers, excels in a partner-led ecosystem, and is energized by building processes from the ground up.
What You'll Do
- Work alongside the US leadership team to build an EMEA team and implement and improve scalable Customer Success processes, tooling, and playbooks.
- Independently manage, mentor, and grow a team of CSMs who support our most strategic customers and work with our Channel teams.
- Ensure CSMs are executing success strategies, co-creating plans with customers and channel partners, and driving measurable results in app adoption, retention, and expansion.
- Support escalations, remove blockers, and maintain strong executive relationships to ensure customer satisfaction and success.
- Work closely with Channel, Product, and Marketing teams to bring a unified approach to customer success and expansion.
- Monitor team OKRs and KPIs, customer health metrics (NRR, adoption, risk signals) to inform team actions and strategies.
- Foster a culture of continuous improvement, ensuring the Customer Success team stays ahead of industry best practices.
- Help forecast team capacity, track performance, and contribute to team hiring and onboarding as we scale.
What We're Looking For
- Proven experience building and scaling a Customer Success organization from the ground up in a high-growth SaaS environment and revenue management.
- Demonstrated ability to develop and execute a Customer Success playbook that drives business outcomes, including retention, expansion, and customer satisfaction while working with channel partners.
- Data-driven mindset, with a strong ability to leverage analytics to inform decisions and optimize processes.
- Extensive experience partnering cross-functionally to align with Channel, Product, and Marketing teams on company initiatives.
- Experience managing and mentoring a Customer Success team, including a global enterprise-level customer base.
- Familiarity with technical migrations (Cloud and version migrations).
- A natural coach who enjoys developing others and building team culture.
- Dedicated to elevating client and co-worker experiences.
- Adapt swiftly to new business demands.
- Excel in communication, effectively connecting in remote/hybrid environments using tools like Slack, Zoom, and G Suite.
- Exceptional coaching, mentoring, and people development skills.
Nice to Have
- Extensive experience working with/through Channel: Experience working within the Atlassian ecosystem (or similar), especially with and through a partner/channel ecosystem.
Team & Environment
You will lead a team of CSMs focused on strategic enterprise accounts, reporting to the US leadership team.
Benefits & Compensation
- Equity Units Plan
- Paid Time Off (PTO): 25 days annual leave + Spanish public holidays
- Carry over up to 10 unused PTO days
- Reduced summer hours
- Flexible bank holidays (swap one public holiday)
- Training & Personal Development: Access to Appfire University
- Private Health Insurance (IMQ / Adeslas): Fully covered employee plan
- Option to add family members at a discounted rate
- Sick Leave Compensation: Salary gap covered during sick leave per PTO policy
- Work From Home Stipend: €50/month
- Sport Allowance: €400 gross per year reimbursement
- 3 Paid Volunteer Days
- Remote-First with Optional Office Access (Bilbao)
Work Mode
This is a remote-first position based in Spain, with optional office access in Bilbao.
Scout Motors is an equal opportunity employer and does not discriminate based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic as defined by applicable law.
