Technical Customer Success Manager

At Hubtype, a lean, tech-forward company, our Customer Success team combines classic customer success ownership with project management. Our Customer Success Managers (CSMs) act as the single point of contact for customers, ensuring the successful delivery of each project while closely collaborating with our engineering team, who handle the actual development work.

We are seeking a Technical Customer Success Manager responsible for the end-to-end customer journey, from kickoff and discovery through implementation and go-live, to adoption, retention, growth, and renewal. This role involves understanding the customer’s technical and business needs, translating them into clear requirements for engineering, and orchestrating delivery across teams.

Key Responsibilities

• Own a portfolio of strategic accounts as the primary point of contact throughout the entire lifecycle.
• Lead project delivery, including scoping, planning, coordinating internal and client teams, managing timelines, dependencies, risks, and deliverables.
• Conduct discovery sessions with customers to understand their business goals, use cases, and technical context.
• Translate customer needs into clear, structured requirements for engineering and translate technical decisions into business language for customers.
• Act as the bridge between customers and Hubtype’s engineering, product, and solutions teams, ensuring delivery ownership without building the solution.
• Analyze customer data and project status to identify blockers, anticipate issues, and uncover opportunities.
• Drive adoption, monitor account health, and identify upsell and expansion opportunities.
• Conduct Quarterly Business Reviews (QBRs), executive reviews, trainings, and workshops with both business and technical stakeholders.
• Utilize AI tools daily to scale work, including drafting, research, summarization, analysis, documentation, and automation.
• Capture customer feedback and incorporate it into the product roadmap.

Requirements

• Mandatory to be based in Spain with a valid Working Permit/Visa.
• Professional fluency in English, Spanish, and Catalan, both written and spoken.
• 1–3 years of experience in Customer Success, Technical Account Management, Solutions Consulting, or Project Management in a SaaS/tech environment.
• Technical understanding of APIs, webhooks, integrations, JSON, OAuth, and SaaS architectures, with the ability to follow technical conversations with engineers.
• Strong analytical mindset for gathering, structuring, and documenting technical and functional requirements, identifying gaps, and breaking down complex problems into clear deliverables.
• Proven track record in managing complex delivery projects with multiple stakeholders, timelines, and dependencies, coordinating engineering, product, and client teams.
• AI-native mindset (Level 3 maturity in Hubtype score): actively designs and builds AI-powered processes and workflows to automate repetitive work, scale outputs, create reusable prompts/playbooks, and continuously raise team AI maturity. Hands-on experience with ChatGPT, Claude, Copilot, agents, and automations.
• Effective customer-facing communication skills to lead meetings confidently with executives, business owners, and developers, adapting the message to each audience.
• Data-driven approach, comfortable with dashboards and customer KPIs such as adoption, NRR, CSAT, and time-to-value, using data to drive decisions and conversations.
• Thrives in a fast-paced, hands-off, async environment with a strong sense of ownership and autonomy.

Nice-to-Have / Plus

• Professional-level proficiency in French.
• Background in conversational AI, chatbots, CCaaS, customer experience, or messaging platforms.
• Familiarity with WhatsApp Business, Instagram, Messenger, Apple Messages for Business, or Google RCS.
• Ability to read code (JavaScript/Node.js, Python, or similar) to follow engineering work.
• Hands-on experience with Postman, Jira, Notion, HubSpot, Salesforce, Looker, or Tableau.
• Previous experience in a startup or scale-up.

Benefits

• A role with ample opportunities for personal and professional growth.
• Collaboration with a diverse, global team from various cultural and professional backgrounds.
• 27 days of paid holiday per year, plus birthday, volunteering day, and bank holidays.
• Fully remote policy with flexible working hours, trusting employees to manage their workload effectively.
• Dedicate 10% of your time to self-improvement through online courses, side projects, or reading books.
• Attractive benefits and perks plan centered around learning and development.
• Workstation budget to create an optimal home workspace.