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Customer Success Manager
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You're responsible for the long-term satisfaction, upsell and retention of contract customers. The role focuses on premium and Estate customers whose lifetime value is significant.
Responsibilities
- Active care of contract customers — regular reviews, reports, proactive suggestions
- Identifying upsell opportunities based on Property Vault and property data
- Managing the customer relationship lifecycle — onboarding, established collaboration, renewals
- Measuring and improving customer satisfaction
- Bringing the voice of the customer into product development
- Handling complaints at a premium level — escalations and difficult situations
- Monthly customer status reports for the leadership team
What we expect
- Experience managing B2B or premium customer accounts
- Excellent communication skills, both spoken and written
- Multilingual: fluent English and Spanish; Finnish, German, Swedish or Dutch a significant advantage
- Understanding property from the owner's perspective — why an issue matters to the customer
- A data-driven approach — using Property Vault and service history in customer conversations
What SolidMaint offers
- Your customers aren't cold leads but long-term partners — the work is constructive, not defensive
- Property Vault and the ERP give you data a traditional CSM never has
- A career path to leadership level as the customer success team grows with our internationalisation
- Competitive pay + a clear bonus structure based on customer loyalty and upsell
Working environment
- Costa del Sol office and customer meetings in the field
- Working languages vary with the customer base — a single day can involve conversations in five languages
- Close collaboration with the Customer Service Lead and the Operations team