Customer Success Manager Team Lead

About Loyal Guru

Loyal Guru is a Barcelona based company founded in 2016 with the mission of improving the way supermarkets and retailers interact with their customers by combining consumer data, analytics, and personalized omnichannel offers.

We like empowering our customers with smart tools that make every interaction with their clients smarter, more profitable, and, the purchase experience better.

Our people are our greatest asset! We are also committed to creating a unique workplace to explore everyone's potential where collaboration and teamwork make the difference in our cross-functional teams.

The job purpose and the challenge:

We are looking for a leader and resolutive person who would go the extra mile, to join Loyal Guru as a  Customer Success Manager Team Lead

Ideal candidates will have a minimum of 3 years’ experience as a CSM Team Lead and specialize in SaaS.

What your daily work will look like:

  • Oversee Customer Success Manager’s activity while creating a high-performing team and a culture of success.
  • Communicate and control the department’s KPIs and manage the team’s efforts to achieve them.
  • Prioritize integrations’ team tasks to assure high-quality support and integrations
  • Drive customer excellence throughout the delivery of services and projects
  • Understand our product and core business to propose new ways of improvement
  • Keep our team motivated and in constant evolution alongside the Customer Success VP and HR
  • Lead the Customer Success team, making sure that the team is doing its best and people are being resolutive, hard-working, and happy at Loyal Guru.
  • Act as the liaison between the Customer Success Team and other departments and communicate with internal and external partners to meet customer expectations.
  • Develop the ability to make contributions and proposals to make the product better from a customer/user point of view. 
  • Have strategic thinking and continually propose new ideas in order to improve the department, which is growing rapidly.
  • Execute specific actions and campaigns that our customers define
  • Guarantee our team is giving our customers appropriate support from all areas of the business and follow up on every issue.
  • Understand customer needs and identify up-selling opportunities to work alongside the Account Executive

Your Profile:

  • +5 years of experience managing customer relations and +2 years of experience managing and scaling teams in a SaaS complex B2B product companies.
  • You are used to struggling with difficult situations and dealing with complex SaaS products
  • You have excellent communication and interpersonal skills
  • You are reliable, hard-working and you have a growth mindset.
  • You have excellent leadership, a self-driven attitude and you are able to transfer this philosophy to the team
  • You are analytical and sharp-minded, with a strong passion for understanding customer needs and the best solutions for each of them
  • Very well organized: you are able to prioritize, you keep yourself focused and you always pay attention to detail
  • Smart and fast-learner, but humble enough to give and accept constructive feedback.
  • You speak Spanish and English fluently.

The following knowledge will be a plus (not mandatory)

  • Background in tech companies are a plus
  • Studies in a business-related field are a plus

Your personality:

 We are proud of having such an amazing team!

We are humble, engaging, and easy-going people with a collaborative mindset. Although we work really hard, there's still a place for fun.

We expect our new teammates to have the same philosophy. So if this is you, don't hesitate and apply. Continue reading and you'll find more incentives ;-)


 Due to Covid reasons, we made some changes. We hope to bring everything back after the pandemic situation ends ;-)

  • Career plan and professional growth
  • Half-paid health insurance
  • Flexible schedule and shot workdays on Fridays
  • 25 days of paid vacation
  • English lessons with a native teacher: we have different levels!
  • Team building activities every quarter
  • Pizza Sprint and beers @ the office
  • Crossfit and Yoga lessons

Or, know someone who would be a perfect fit? Let them know!

Some of the benefits at Loyal Guru

Due to Covid reasons, we made some changes. We hope to bring everything back after the pandemic situation ends ;-)

  • Career plan and professional growth

    Let's discover what your strengths are and how you can give your best!

  • Healthy snack at the office

  • Beers @ the office

    Free crafted beers sessions on Fridays with your work colleagues. Because not everything is just about work!

  • Half-paid health insurance

  • 25 days of paid vacation

  • English lessons

    Different level group lessons with a native teacher

  • Team building every quarter

  • Pizza Sprint

    Every two Fridays after de sprint review, join the team in a meal and enjoy the great company

  • Crossfit and Yoga lessons

    Group sessions with nice personal trainers

Our commitment to you

Our people are our greatest asset.

We do believe that brilliant ideas and good performance are the result of talented people with strong values and a sense of team union. 

We are committed to creating a unique workplace to explore all your potential and a culture of high standards but humble colleagues.

Already working at Loyal Guru?

Let’s recruit together and find your next colleague.


Applicant tracking system by Teamtailor