Customer Success Manager

Red Points

Barcelona, ES
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/10/2021
  • Website:
  • Company Address: Carrer de BerlĂ­n 38-48 1, 08029 Barcelona, Spain

About Red Points

Red Points protects your brand and content in the digital environment. We are able to do this through our proprietary technology which employs machine learning algorithms to scan the internet and identify all violations and infringements.

Job Description


First thing's first: at Red Points, you'll have the opportunity to work for a highly efficient leadership team led by an impressive female CEO. The company was founded in Barcelona and has received global recognition for its SaaS model. Red Points boasts a technology product that protects trademarks and combines a strategic business model with a team of experts.


What's the job?


As our Customer Success Manager, you will be in constant interaction with our clients to provide the best customer experience and, of course, maintain our current churn rate (which is really low!). We are looking for a Customer Success Manager to help us strategically guide our SMB, MM & Enterprise customers to maximize the value from our product and enable them to achieve their business goals protecting their online revenues. 


You will leverage your experience and passion in relationship management, creative problem solving, and Customer Success to drive business outcomes for your customers while being responsible for best-in-class user adoption, revenue retention & growth, and customer advocacy. 


  • Outcomes driven: you will own and manage a renewal book of business of customers and, as their strategic advisor, you will guide them to success on their journey with Red Points
  • Driving adoption: you will actively monitor account adoption throughout the length of the relationship, and ensure high uptake of Red Points products by analyzing data/metrics/industry trends, and intervening with adoption strategies that showcase how customers can enhance their workflows and better use our products to derive further value
  • Renewals: you will lead the renewal negotiation process directly with customers (up to the C-Suite level) from requirements gathering to the finalization of agreements, and actively work on at-risk accounts by collaborating with internal teams to mitigate churn
  • Growing accounts: you will identify and drive expansion and growth opportunities as you guide customers through success milestones and you will help strategize and execute plans to earn additional spend from the customer
  • Advocacy: you will advocate for product features and improvements as the voice of the customer and work cross-functionally with internal product teams to champion change
  • Domain knowledge: you will develop a high level of knowledge and understanding of IP & Brand protection by keeping up with industry news, trends, and best practices


What are we looking for?


  • Exceptional ability to build and maintain strong trusted relationships with customers, from end-users through to executive sponsors, navigating large, complex organizations to elevate the perception of Red Points from a “vendor” to “partner”, ensuring they have a consistent, best-in-class experience in every interaction with Red Points.
  • Commercially savvy and extremely efficient at spotting, nurturing and closing growth opportunities with your book of existing customers.
  • Impeccable at engaging with customers during onsite and virtual quarterly business reviews, where you influence through performance metrics and strategic discussions on their achievement of business goals.
  • A team player with a positive attitude, strong interpersonal skills, and the ability to multitask
  • Ability to thrive in an environment of ambiguity, and an ability to frequently switch gears with ease
  • Organized and able to work under pressure - you are comfortable working in a fast-paced environment, can juggle multiple tasks at the same time, can ensure that important but non-urgent matters are given sufficient priority
  • Extremely perceptive and highly emotionally intelligent, making you agile in adapting your executive presence and approach to any audience
  • Ability to become a product expert — you can articulate the vision of the product, and you can give an effective demo. Be the ultimate storyteller in showcasing the compelling impact on your customers' business made possible by their use of Red Points
  • High level of drive for execution and desire to be the best


Technical Requirements


  • Bachelor’s degree in Law, Business, Finance, IT or a relevant discipline
  • 3-4 years of customer management experience, professional services (onboarding and implementation), or customer-facing roles, preferably within a SaaS technology organization
  • Experience managing a book of business with record of successful forecasting & quota attainment. Commitment to results - consistently have achieved results, demonstrating high performance, and challenging self and others to deliver results
  • Expert in negotiation: experience managing upsells and spotting new growth opportunities for expansion. Track record of commercial achievements.
  • Strong communication, presentation, and active listening skills. You are a clear, confident and compelling communicator — in writing, in conversation and in front of an audience
  • Data and technology literate - you are comfortable working with, manipulating and interpreting data sets. You’re comfortable understanding technical issues, and being able to communicate with technical people both internally and externally
  • Experience with Gainsight and is a plus


Nice to have (They’re not necessary, but if you’ve got them, we won’t complain!)


  • Prior experience in a similar role with a software solution
  • Background in Intellectual Property Law (studying or working)
  • An equivalent combination of education and experience


What we offer

  • A fun and fast-paced startup environment with cool people, team buildings and free Nespresso and Tea
  • Fridays reduced working hours
  • A sunny office with a large terrace, based in the center of Barcelona, right next to Sants Train Station
  • Private health insurance covered by the company
  • Flexible Retribution
  • Gym membership to access all DIR gyms in Catalonia and selected YogaOne Centres in Barcelona for a ridiculous price

Our team and company are experiencing massive growth. If you’re looking for a place to learn & grow with exceptionally talented colleagues, Red Points might be the place for you!

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.