Landbot is an AI-first SaaS company building AI Agents that help businesses deliver exceptional experiences to their users. We're growing our Customer Success team and looking for a Customer Success Manager who is as comfortable demoing a product as they are running a data-driven business review.
This is not a relationship management role. Our CSMs own outcomes — they help customers achieve measurable results with Landbot, and they hold themselves accountable to those results. You'll manage a portfolio of Business plan customers (our largest accounts, paying 400€– 20k+/month), and you'll be expected to proactively drive adoption, expansion, and retention through structured, insight-led engagement.
You'll report to the Head of Customer Success and work closely with Sales, Support, and Product.
What you'll doDrive customer outcomes
This is not a relationship management role. Our CSMs own outcomes — they help customers achieve measurable results with Landbot, and they hold themselves accountable to those results. You'll manage a portfolio of Business plan customers (our largest accounts, paying 400€– 20k+/month), and you'll be expected to proactively drive adoption, expansion, and retention through structured, insight-led engagement.
You'll report to the Head of Customer Success and work closely with Sales, Support, and Product.
What you'll doDrive customer outcomes
- Own a portfolio of managed accounts (Business plan) and be accountable for their retention and growth.
- Run structured onboarding, adoption, and business review processes — always anchored in the customer's goals and measurable results.
- Proactively monitor account health and intervene before problems become churn risks.
- Track and present customer metrics in every interaction — usage trends, adoption gaps, ROI signals.
- Become deeply fluent in Landbot's AI Agent capabilities and be able to demo and advise customers confidently.
- Proactively introduce customers to new features and AI use cases relevant to their business.
- Translate customer goals into concrete Landbot configurations and workflows.
- Stay current as the product evolves — Landbot is moving fast in the AI space and our CSMs need to move with it.
- Identify and execute upsell and expansion opportunities within your account portfolio.
- Partner with Sales on high-potential accounts and handoffs.
- Flag risk accounts early and lead recovery conversations.
- Report on customer engagement, health metrics, and account progress to internal stakeholders.
- Surface customer feedback and product gaps to Product and leadership in a structured way.
- Coordinate with Support on escalations and complex technical issues.
- 3+ years of experience in Customer Success or Account Management in a B2B SaaS environment.
- Genuine comfort with technology products — you learn new tools quickly and enjoy going deep on how things work.
- Strong analytical habits: you track metrics, build simple reports, and use data to drive customer conversations.
- Excellent live presentation and communication skills — you're confident running demos, reviews, 1:many events and negotiations.
- A proactive, self-driven work style — you don't wait for customers to come to you.
- Fluency in English and Spanish (both required).
- Eligibility to work in Spain.
- Experience with AI products, automation tools, or the conversational AI / chatbot space.
- Familiarity with no-code or low-code platforms.
- Experience managing high-value accounts (enterprise or upper mid-market).
- Knowledge of CS metrics (NRR, churn rate, health scores, time-to-value).
- Additional languages are a plus.
- Your accounts are healthy: strong adoption, low churn risk, and growing.
- You run proactive, data-backed business reviews — not reactive check-in calls.
- You're the most knowledgeable person in the room when it comes to what Landbot can do for a customer's use case.
- You identify expansion opportunities and close them or hand them off with a clear brief.
- HR screen — 20 min. Get to know each other, validate experience and logistics.
- Practical Test — (async). We’ll present a scenario you’re expected to work with towards a specified outcome, all while using Landbot, our product. The output of this test is a screen recording of you presenting the result.
- Role-play & team interview — 60 min. As part II of the practical test, the role-play will consist of an actual conversation with your portfolio customer about the solution you built and presented. Afterwards, we’ll run a classic-format interview to verify your experience, skillset, commercial mindset, analytical approach and culture fit.
- Culture check with CEO — 15 min.
- Hybrid culture or full remote (or both!).
- Great company culture, we have a young, upbeat, and international work environment.
- Flexible schedule.
- Open vacation policy and flexible holidays so you can take time off when you need it.
- Training budget 📚 📖
- Ticket transport 🚋
- 🏖 26 days of paid vacation (23 regular days + December 24th & 31st ) 🏖 + One day for your birthday 🎂
- English & Spanish lessons 🇬🇧 🇪🇸
- Flex compensation with Cobee 💸💸 for employees residing in Spain.
- Team building activities 🎳🍻🍕
- Referral Bonus if you bring other talented people like you.