Customer Success Manager - Madrid/Barcelone

About Mytraffic

Started in France in 2016, Mytraffic’s mission is to empower commerce professionals with the best location analytics and insights to be smarter every day and design the best experiences in physical locations.

We already serve more than 500 customers in many different sectors (Retail, Real Estate, Consulting Companies, Cities…) all over Europe to help them expand their businesses, analyze or predict performances of investments, understand their customers’ habits, and benchmark their results against competition. Mytraffic is a hyper-growing scale-up supported by a €30M Series B fundraising round with Axa Venture Partners, Alven and Kernel Investissements in November 2022 to finance its European expansion.

In January 2024, Mytraffic announced the strategic acquisition of the Spanish start-up Geoblink, becoming Europe’s premier location intelligence platform.

2026 is a pivotal moment for Mytraffic. Joining us now means being part of a major transformation, as we launch an AI-powered product and redefine our go-to-market strategy around a strong Product-Led Growth approach.

About our team

You will work in a team of 9 Customer Success Managers and report to a Lead CSM, under the Head of Customer Success, Adei. The team will keep growing in the coming months and years. Enrich it, share your vision, and grow within Mytraffic!

Your day-to-day at Mytraffic

You will be working on the Mid-Market segment, focused on the France region.

Adoption and operational excellence

• Deliver value early and consistently: make sure each client sees concrete results from Gini as quickly as possible, directly linked to the business needs that led them to choose Mytraffic.

• Expand the value delivered: regularly review each client’s situation with them, measure the results achieved, and identify new needs that Gini can address.

• Lead and maintain the AI shift with your clients: make Gini, our conversational AI companion for location intelligence, a daily reflex that drives concrete decisions (siting, performance, expansion).

• Own adoption from day one: onboard, activate and follow each account with a usage-centric approach, tracking who uses Gini, how, and for what.

• Turn client goals into value: identify the workflows that matter and structure them into projects and new use cases in Gini.

• Keep a steady rhythm with your portfolio: monthly check-ins, training and best-practice sharing to grow understanding and usage.

• Anticipate risk: proactively measure your portfolio’s performance and act before situations become critical.

• Be the trusted, responsive advisor for every stakeholder, technical or business.

• Be the client’s voice internally: bring customer needs, objections and usage patterns to product teams, unblock new deployments, and help shape our processes and product.

• Be the owner of your portfolio: generate upsell opportunities and client testimonials, and make the Mytraffic brand shine in your vertical.

Account and business planning

• Lead quarterly business reviews with Sales.

• Recommend, drive and execute the account plan on your portfolio, and lead the customer relationship as a trusted advisor.

• Influence your clients to become true Mytraffic advocates through public speaking events, testimonials and success stories.

Contribute to CSM team structure and customer outreach

• Drive cross-functional projects and team methodologies, and automate success processes for our clients’ scalability.

• Be the internal voice of our clients.

• Guarantee best-in-class adoption and usage of all Customer Success tools and reporting (HubSpot, Claude, ChatGPT, Mixpanel).

About you

• Location: Madrid or Barcelona.

• You are bilingual in French and English; Spanish is a plus.

• You’re hungry to drive change and innovation through AI: you’re curious about new tools, you experiment, and you know how to bring clients along in a transformation.

• You have experience: at least 3 years in a CSM role, in B2B SaaS and on a complex solution, or a previous experience in the data industry and/or GenAI.

• You’re an AI enthusiast: you genuinely enjoy AI products, you experiment with new tools, and you can explain LLMs, agents, tokens and more clearly and credibly to any audience.

• You’re customer-centric: you have strong experience managing a significant portfolio with key accounts, in customer success, account management or solutions consulting, and a proven track record on client satisfaction.

• You’re business-oriented: you understand client goals and turn them into practical workflow and adoption plans, and you master sales cycles, anti-churn strategies and portfolio expansion.

• You’re a strong communicator: you build trust with technical and non-technical stakeholders alike, and you present with clarity and impact.

• You’re a team player: you coordinate across teams with ease and have a positive impact on people.

• You’re resilient, coachable and take high ownership in a fast-moving environment, always looking for the best solution for clients.

• You’re an organizer: you handle onboarding, follow-through and cross-functional coordination with operational excellence.

• You’re open to visiting clients on site periodically for workshops, QBRs or to build a proper response to their challenges.

What we offer

• Dynamic work environment: our department is a hub of innovation, testing new technologies and exploring new verticals.

• High impact: the quality of our analyses is recognized by major market players, and our solutions have a significant impact on our clients.

• Cross-functional collaboration: you will be the link between various Mytraffic teams throughout project timelines, ensuring comprehensive and effective solutions.

The recruitment process

1. 15 min with our Talent Acquisition team

2. 30 min with your future manager

3. 45 min business case

4. 45 min values interview

5. 30 min with our N+2, Adei