Senior Customer Success Manager - Hybrid

Alpega Group is seeking an Customer Success Manager for our TMS business line. This role will be part of the sales team at Alpega and will be based in Barcelona, Spain. 

WHO ARE WE  

Alpega Group is a fast-growing, leading software company with 35+ years of experience. We offer modular solutions to manage transportation end-to-end and enable our customers to achieve greener transportation processes.  

Find more about our clients and services here Cloud-based transportation management software | Alpega Group 

ABOUT THE ROLE  

A Customer Success Manager (CSM) at Alpega proactively manages customer relationships to ensure clients realise maximum value/impact from our solutions. Key responsibilities include orchestration of smooth customer onboarding, driving user adoption, monitoring customer health, managing renewals and expansions, and identifying growth opportunities. A CSM collaborates closely with sales, professional services, support, and product teams, leveraging data-driven insights to enhance customer satisfaction, reduce churn, and increase lifetime value. 

Customer Success Manager - Role Description 

Serve as the primary point of contact for a portfolio of strategic customers post-implementation, building strong, trusted relationships. The CSM ultimately is responsible for customer adoption and satisfaction. The KAM is fully responsible for all commercial aspects and service support / professional services for technical incidents. 

Onboarding & Time-to-Value: 

• Support onboarding programs ensuring customers achieve value fast as part of the implementation project team. 

• Coordinate with Professional Services for seamless handover post-implementation. 

Adoption & Impact Realization 

• Monitor product usage, adoption health, and business KPIs. 

• Monitor customer health scores and adoption / usage data to identify risks and opportunities for expanded adoption. 

• Conduct regular success reviews and QBRs (Quarterly Business Reviews) to drive engagement and quantify value realization (e.g. ROI). 

• Identify and remove adoption barriers proactively. 

Retention & Renewals 

• Own renewal readiness; collaborate with Account Management on commercial closure. 

• Prevent churn by maintaining ongoing value communication and executive alignment. 

Customer Expansion  

• Identify and nurture expansion opportunities such as upsells, cross-sells, and increased usage incl. conducting customer value workshops. 

• Partner with Key Account Management for expansion plays on expansion opportunities.  

• Coordinate internal resources to address customer needs, including support escalations, feature requests, and training demand. 

• Leverage Alpega Ecosystem to create additional value for specific strategic accounts. 

Customer Advocacy 

• Turn satisfied customers into advocates through case studies, testimonials, and reference calls / visits. 

• Capture and relay customer feedback internally to Support, Product and Marketing teams. 

Main KPIs 

• Retention: Net Retention Rate NRR / Gross Retention Rate GRR 

• Business Impact / Time-To-Value: ROI. 

• Adoption: functional scope, regional scope, organizational scope, freight under management, volume metrics like transactions by module, users, 

• Customer Advocacy / satisfaction: NPS, references, case studies 

• Customer Health Score: project status, support tickets, CR requests. 

• Customer Expansion / Opportunities Identified: # of SQLs / ACV created for KAMs 

Competencies & Skills 

• Local language skills of assigned region (e.g German, French, Dutch; English is our internal business language) 
  
• Consultative mindset: understands customer business drivers and quantifies impact. 
• Demonstrated success in B2B SaaS 
• Confident operating in dynamic, fast-changing environments. 
• Entrepreneurial mindset: self-driven, resilient, and motivated by achieving impactful results. 
• Strong relationship-building and executive communication skills. 

• Analytical: uses data to guide decisions and demonstrate value. 

• Project management: ensures structured onboarding and adoption processes. 

• Collaborative: works cross-functionally with Sales, Pre-Sales, and Product. 

WHAT WE OFFER YOU  

• A competitive salary package with base & commissions, with a ramp-up period at the beginning of your experience.     

• Permanent contract  

• International working environment, with over 45 nationalities in the Alpega Team.  

• A high-impact role at the centre of growth strategy across the whole territory.  

• Your efforts will result in substantial financial rewards (with accelerators defined to recognise deal structures and overperformance) and contribute to a more sustainable planet.    

Learn more about Life at Alpega & Alpega | Career  

Our commitment to you  

The Alpega Group has 500 collaborators with over 45 nationalities, based in our different locations. We are a global team, with different backgrounds, races, faiths and genders. We commit to ensuring that everyone feels included, has opportunities to learn and grow and is happy at work.  

If you require any additional support with your application, contact the Talent Acquisition specialist for this position so we can make arrangements for you.  

Good luck with your application! We look forward to hearing from you.  

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