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Enterprise Customer Success Manager – UK & Northern Europe Markets

Instaleap
11 days ago
Full-time
On-site
Barcelona, Catalonia, Spain
Customer Success Manager

What would you do?

1. Strategic Account Governance & Executive Communication

  • Serve as the primary point of contact and trusted advisor for executive, operational, and technical stakeholders.

  • Facilitate regular executive touchpoints, leading Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and Monthly/Quarterly Steering Committees (SteerCos) with VPs and C-Level leaders to align on strategy and business outcomes.

  • Oversee regular alignment meetings to monitor short-term action plans, track deliverables, and manage engagement across regional and leadership teams.

  • Translate technical capabilities and operational data into compelling executive stories that demonstrate clear business value and ROI.

2. Business Growth, Strategy & Change Management

  • Develop and execute long-term, multi-threaded account strategies and Success Plans aligned with each customer's digital maturity and business objectives.

  • Assess client digital maturity to build tailored operational roadmaps that drive e-commerce performance using Instaleap’s capabilities.

  • Drive organizational change management to help client HQ and leadership teams adopt digital transformation initiatives.

  • Identify process optimizations, conversion improvements, and last-mile/fulfillment performance gains.

3. Commercial Partnership & Account Expansion

  • Uncover account expansion opportunities by introducing new workflows, best practices, and additional Instaleap solutions.

  • Partner closely with the Sales/Account Executive team on upsell and cross-sell initiatives.

  • Lead business value conversations during commercial discussions.

  • Represent Instaleap at key industry commercial events (e.g., ShopTalk, NRF Retail's Big Show Europe, EuroShop, eCommerce Expos).

4. Operational Alignment & Data-Driven Consulting

(In collaboration with the Customer Operations Analyst supporting the account)

  • Analyze key performance metrics (e.g., order fulfillment rate, delivery time, OTIF, conversion rates) alongside the Customer Operations Analyst to extract actionable insights and assign client-side ownership.

  • Oversee the implementation of customized dashboards and reports to track success indicators across various stores, regions, and timeframes.

  • Conduct root-cause analysis when performance deviates from targets and execute cross-functional correction plans.

5. Client Onboarding, Enablement & Advocacy

(In collaboration with the Customer Operations Analyst supporting the account)

  • Direct structured onboarding programs, training sessions, and knowledge transfers for client HQ and operational teams, supported by the Customer Operations Analyst.

  • Ensure the ongoing maintenance of client-specific documentation, playbooks, and operational best practices.

  • Act as the internal voice of the customer, escalating client priorities and feeding real-world operational insights into Instaleap's Product, Technical, and Support roadmaps.

6. Risk Management & Health Monitoring

  • Track early risk indicators (e.g., declining platform usage, delayed rollouts, missed KPIs) and build proactive mitigation plans.

  • Lead cross-functional resolution efforts during escalations to protect account health.

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