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Customer Success Manager
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You are responsible for the long-term satisfaction, upsell, and retention of contract customers. The role focuses on premium and Estate clients with significant lifetime value.
Responsibilities
- Active management of contract customers — regular reviews, reports, proactive suggestions
- Identifying upsell opportunities based on Property Vault and property data
- Managing the customer relationship lifecycle — initial phase, established cooperation, renewals
- Measuring and improving customer satisfaction
- Conveying the voice of the customer to product development
- Handling complaints at a premium level — escalations and difficult situations
- Monthly reports on customer status to the management team
Requirements
- Experience managing B2B or premium customer accounts
- Excellent oral and written communication skills
- Multilingual: fluent English, fluent Spanish; Finnish, German, Swedish, or Dutch are significant advantages
- Understanding of property from the owner's perspective — why something is important to the customer
- Data-driven approach — leveraging Property Vault and service history in client discussions
What SolidMaint offers
- Customers are not cold leads but long-term partners — the work is constructive, not defensive
- Property Vault and ERP provide data that a traditional CSM does not have
- Career path to a leadership level as the customer team grows with internationalization
- Competitive salary + a clear bonus structure based on customer loyalty and upsell
Work Environment
- Costa del Sol office and client meetings in the field
- Working languages vary depending on the clientele — a day may involve conversations in five languages
- Close collaboration with the Customer Service Lead and the Operations team