Customer Success Manager (Madrid, Spain)

Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

We are Insider, the fastest-growing global MarTech scale-up and the #1 AI-native Customer Experience and Marketing platform trusted by enterprise brands worldwide. Our story began with six desks and a vision to create a single platform to make industry-first CX technologies and emerging channels accessible to marketers worldwide. Today, with 1500+ teammates across 50+ nationalities, we continue to push the boundaries of what’s possible in CX. Our architecture brings together unified customer data, advanced journey orchestration, and comprehensive AI capabilities by seamlessly blending predictive, generative, and agentic AI into a single customer engagement platform that empowers teams to activate customer engagement across 12+ channels.

We recently raised one of the largest funding rounds in the industry, a $500M Series E led by General Atlantic. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L’Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on.

Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, achieving $200M in CARR (Committed Annual Recurring Revenue). According to Gartner, we are the dominant leader in Multichannel Marketing. Don’t just take our word for it — see for yourself. We consistently outperform and continue our leadership, and the results speak for themselves.

From day one, Insider’s mission has not been only to build a world-class product company, but also to create one of the most socially progressive technology communities in the world. Through our corporate social responsibility initiatives like 100Projects, SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact on our communities across 27+ countries, driving initiatives in health, education, farming, animal rights, and increasing women’s representation in STEM.

Behind all these achievements is an exceptionally talented, visionary team of overachievers across 27+ countries that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading.

What we’re looking for

We're looking for a relationship-driven, strategically-minded, and deeply proactive Customer Success Manager to join our team - owning client partnerships across Spain, Italy, and Portugal, while supporting broader EMEA operations.

If your sweet spot sits at the intersection of:

- Building trusted, long-term relationships with clients,

- Proactively driving product adoption and measurable value,

- Translating customer needs into actionable solutions, and

- Being the person who anticipates challenges, steps in early, and ensures clients feel supported at every turn

…then you're exactly who we're looking for.

This role requires strong autonomy and initiative. You'll proactively engage with busy stakeholders, uncover their goals, and deliver tailored guidance that helps them maximize impact from our platform. You'll provide expert consultation on best practices, deliver training, surface relevant use cases, and ensure usage stays high and value stays clear.

Language requirements: Fluency in Spanish is essential. Italian and Portuguese are highly desirable.

• You’ll be the face of Insider to our clients! You’ll be the bridge between their needs and our technology
• Help our clients understand their needs and which of our features and products best match their goals and expectations
• Make sure our clients are utilizing our technology at their best so that we can fully provide them our world-class service. You’ll monitor and facilitate the customer's adoption of our technology
• Work with our data-geeks (aka engineers and developers) and product specialists whenever it’s required to make sure the client has full tech support, if necessary
• Develop and maintain key account plans that identify opportunities to boost the value we’re looking to add to our clients’ organization
• Proactively provide constant feedback to your team on market trends, unmet needs, and opportunities to create a bigger impact on our partnership with our client
• Establish a trusted adviser relationship that ensures our customer's overall satisfaction with our services and technology
• Plan strategies to help the customers meet their objectives, prioritizing and driving resolution on escalated customer issues
• Bring new product ideas to the table! As an account strategist, you will be helping our product and design gurus shape our product roadmap

• Previous work experience in customer-facing roles: customer success, account management, or strategic consulting.
• Digital marketing-related experience in a customer-oriented position.
• Show us that “you’ve got what it takes” to collaborate and build strong relationships with customers, especially at the executive level.
• Solid oral and written communication abilities, with positive and energetic phone skills and exquisite listening skills. Alas, we’ve got clients all over the world!
• Be a self-motivated and savvy tech bug, always in search of savvy solutions and ideas to improve our relationship with our clients.
• Cherish one of our core ethos: care. You’ll need to care for our clients and make sure they feel at home with our products and our assistance.
• Superior project and time management skills. A keen eye for detail is a plus!
• Passion for testing, measuring and improving outreach and follow up effectiveness.
• The ability and flexibility to work in a fast-paced startup environment.
• A university degree in Business, Marketing, Engineering, or related fields.
• Strong communication skills in English and Spanish (additional Italian or/and Portuguese would be an advantage)

• A chance to work in an international, diverse, and inclusive environment.
• Access and opportunity to gain a limitless network all over the globe.
• A chance to become a Shareowner with the "Shareowner System" that we offer to all Insiders who meet certain criteria.
• To be part of an industry that’s shaping the future of customer experience.
• Access to many hard and soft skills pieces of training to help you improve and challenge yourself.
• Access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge.
• Space to share your skills through training sessions and workshops if you wish. Sharing is caring!
• The infamous team activities that are bursting with fun.
• No Dress Code!

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

Please follow Insider on LinkedIn, Instagram, Youtube, and Medium!