Customer Success Manager US - Spain Based (EDT Time Zone)

NPAW is the leading video intelligence company helping online streaming services grow. A global pioneer in its space, NPAW has over a decade of experience developing ground-breaking, scalable analytics solutions to optimize performance and user engagement, to build media experiences that maximize revenue.

Its Suite of analytics apps provides advanced visibility of platform performance, audience behavior, advertising and content efficiency, and app navigation in real-time to support data-driven decisions. NPAW serves more than 150 video services and processes, with over 200 billion plays per year worldwide. Established in 2008 by co-founders of the video streaming service Rakuten TV, NPAW has offices in Barcelona, Madrid and Lisbon with teams around the world. For more information, visit https://npaw.com.

DESCRIPTION

We're looking for a Customer Success Manager based in Spain (preferably Barcelona or Madrid) to work with our US region clients. The ideal candidate is fluent in English, understands the needs of US clients, and can drive growth by enhancing profitability, reputation, and customer satisfaction. 

Ability to work in the EDT time zone (UTC -4) is essential. 🇺🇸 🗽

RESPONSIBILITIES

• Ensure customers receive comprehensive support across all business areas.
• Proactively suggest improvements to enhance customer experience.
• Act as the primary liaison between customers and internal teams.
• Identify and pursue opportunities for account upgrades and growth.
• Provide detailed progress reports on customer engagement and satisfaction.
• Support the implementation and monitoring of service agreements.
• Identify and communicate future product needs and innovations.
• Conduct client reviews and gather feedback to refine services.

REQUIREMENTS

• 7+ years in customer-facing roles with proven results.
• Located in Spain (preferably Barcelona or Madrid).
• Ability to work in the EDT time zone (UTC -4).
• Experience in key account management within a SaaS setting.
• Strong focus on customer satisfaction and results.
• Excellent/Native communication skills in English.
• Understanding of strategic sales processes.
• Strong organizational skills to handle client demands.
• Ability to comprehend technical documentation and extract product value.
• Spanish is a plus.
• Willingness to travel up to 15%  ✈️
• Background in online media delivery technologies is a plus.

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We celebrate the diversity, and we want our employees to reflect those differences. At NPAW, we’re committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status, or any other characteristic protected by applicable law.