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🎯 About the Role

Hello! 👋 We're seeking an ICustomer Success Manager (CSM) to join our international team. This is a mid-level role where you will be the strategic, high-touch point of reference for our key Enterprise and Mid-Market clients across the European Retail and Grocery sector. Your mission is to move beyond mere retention and act as a true strategic partner, ensuring our clients maximize the value derived from our loyalty and data platform, driving their long-term success.

💜 About Us

At Loyal Guru, we help enterprise retailers, grocers, and financial institutions unlock the power of customer loyalty. Our SaaS platform empowers brands to increase repeat purchase revenue, reduce churn, and deliver personalized experiences that drive long-term growth. We are in a strong scale-up phase, rapidly expanding across Europe and Latin America, and we are looking for talented individuals to help us continue this journey.

🌟 Your Responsibilities

• Portfolio Management: Autonomously manage a portfolio of Italian Enterprise/Mid-Market accounts, building and maintaining solid relationships with key stakeholders.

• Onboarding & Adoption: Guide new clients through the onboarding process, ensuring rapid platform adoption and achieving initial business goals (Time-to-Value).

• Loyalty & CRM Campaign Strategy: Strategize, manage, and optimize CRM campaigns focused on customer engagement and loyalty programs.

• Consulting & Data-Driven Recommendations: Analyze customer data and metrics to support clients with proactive, consultative recommendations for improving their activities and customer engagement.

• Strategic Time Allocation: Dedicate approximately 20 hours/month per key account for strategic consulting, Quarterly Business Reviews (QBRs), and campaign optimization.

• Operational Efficiency: Strictly manage your time allocation. You will be expected to minimize internal administrative tasks to stay within the assigned internal budget, maximizing the billable time dedicated to client growth.

• Retention & Upsell: Secure contract renewals and proactively identify Upsell and Cross-sell opportunities within your portfolio.

• Voice of the Customer: Gather valuable feedback from the Italian market and collaborate closely with the Product and Sales teams to constantly improve our offering.

✅ What we're looking for in you

• Experience: +5 years of proven experience as a Customer Success Manager, Account Manager, or Consultant, preferably in SaaS B2B or the Retail Tech / MarTech space.

• Languages: Native Spanish (Must-have) and Fluent English and Italian.

• Analytical Skills: Strong ability to interpret data and metrics to guide client strategic decisions and optimization efforts.

• Commercial Mindset: Ability to spot and pursue growth opportunities (upsell/cross-sell) while maintaining a high-touch, consultative approach.

• Organization: Excellent time management and organizational skills to effectively balance internal administrative tasks with dedicated client success time.

🤩 Extra points to shine

• Deep previous experience working directly with Retail, Grocery (GDO), or Banking clients.

💖 What's the team like?

You'll be part of a dynamic, international, and highly collaborative team. We are passionate about client success and value a proactive, consultative approach. Expect a high-energy work environment where ownership and strategic thinking are key. Here, you'll have the autonomy to manage your portfolio and a clear path for professional development in a rapidly growing company.

🎁 Perks of being a Loyal Guru

What makes working at Loyal Guru different? 💙

🌟 Flexibility & Work-Life Balance

• ⏰ Flexible schedule: Organize your day to work best for you.

• ✨ Reduced hours on Fridays: Enjoy long weekends and all of August with a condensed schedule.

• 🥳 Day off on your birthday: Because celebrating is important!

• 🏖️ 25 days of vacation: Disconnecting is also part of the job.

🚀 Professional Growth

• 📚 Budget for training and language classes: Learn whatever inspires you and level up your career.

• 🚀 Clear career path: Opportunity for professional advancement within the Customer Success or consulting track.

💖 Real Wellness

• 💆‍♀️ Access to Wellhub and BH Bienestar: Physical and emotional health in balance.

• 🏥 50% discount on health insurance (Sanitas).

• 🧘‍♀️ Yoga classes in the office.

🎉 Team Culture

• 🍕🍻🎳 Frequent team buildings: Good vibes inside and outside of work are essential!

Can you picture yourself working with us?

If you're a results-driven professional with a native understanding of the Italian market and a passion for helping clients succeed with cutting-edge SaaS, we want to hear from you! Are you ready to help us build the future of customer loyalty?