Lead Customer Success Manager

From smartphones to connected cars, location data is changing the way we live and the way business happens. CARTO is the cloud-native spatial analytics platform that turns location data into more efficient delivery routes, better behavioral marketing, strategic store placements, and much more. 

Everyone, from business analysts to developers and data scientists, use our software and location data to understand where and why things happen, optimize business processes, and predict future outcomes.

Backed by leading VC firms Insight Partners, Accel Partners, Salesforce Ventures, Earlybird Ventures, and Kibo Ventures, CARTO is leading in the Location Intelligence (LI) space.

We are looking for a growth-focused, and results-driven Lead Customer Success Manager (CSM) to work with CARTO's most strategic customers to use location intelligence to solve their high-impact business needs. Our Customer Success Team ensures clients adopt and see value with CARTO. Our aim is to be trusted advisors to our customers - helping solve business problems with CARTO solutions, managing accounts, and ensuring that customers love CARTO. This role will be based in Spain

What you will achieve:

• Lead and mentor a global team of Customer Success Managers to drive impact to our customers.
• Maintain best in class customer service, scaled for each segment of business.
• Drive the targets for gross and net retention.
• Coach the Customer Success team to deliver a repeatable, scalable, high level of customer service.
• Drive process improvements that are supported by data.
• Manage at risk accounts and work with CSMs to orchestrate a remediation plan.
• Work cross functionally to drive a customer-first culture .
• Ability to deliver results through others by leading and influencing different phases of the customer lifecycle (from onboarding to renewal).
• Maintain high levels of engagement to ensure your customers see value from insights, increase adoption, and uncover new uses for CARTO's location intelligence tools.
• Identify opportunities for expansion and be a source of intelligence to drive the evolution of our products and new solutions.
• Establish a trusted advisor relationship with our most strategic enterprise customers across different verticals -- engaging to deeply understand their business needs and goals with CARTO.
• Be the voice of our customers at CARTO, interfacing with Product and other teams.
• Analyse and interpret data to present actionable insights (KPIs, forecast, P&L, etc.)

What you need to thrive:

• Our CSMs need to be able to help our customers with different types of queries by navigating wisely the organization and consistently be able to prove the value of Carto. You will be managing enterprise accounts working with senior business managers at large, complex companies.
For this, successful CSMs have:
• 6+ years of enterprise customer-facing Customer Success, SaaS account management, or strategic consulting, with a strong technical foundation and business savvy.
• 2+ years of people management experience.
• Advanced knowledge of cloud infrastructures, data products or GIS.
• Ability to identify potential, develop people, and motivate and build a team.
• Strong focus on metrics to provide accurate forecasting of renewals/upsells.
• The ability to speak to C level stakeholders comfortably and able to manage team escalations.
• The skills to lead technical conversations.
• The ability to translate complex technical messages into easy to articulate action plans.
• Experience handling complex enterprise organizations and solving difficult problems.
• Proven ability to develop successful collaborations, trust, and communications with executive leadership, technical and sales teams, along with technical users of the software.
• Curiosity and a passion for serving customers.
• Ability to be diplomatic, empathetic, poised, and action-oriented when working with customers.
• Excellent communication and interpersonal skills.
• A strong combination of being both a team player and a detail oriented, self-starter.
• Familiarity with SQL is invaluable.
• Excellent communication skills. Additional languages like Spanish are a plus.


Bonus points for:
• experience with Analytics, BI tools, ETL tools, and enterprise SaaS startups.
• basic knowledge of javascript, HTML/CSS, and APIs.
• technical knowledge of Geo world and tools.

What we offer:

• Competitive, results-based compensation
• Access to our employee stock options plan
• Private medical insurance
• Flexible work hours in a focused, but casual, environment
• Education Stipend
• Remote work allowance
• A big vision: to help the world use location-based data to make better decisions. We believe that openness and sustainability are baked into this vision, and we're sharing it with the world.
• Growth prospects at a truly welcoming, multicultural and multilingual company.

Provide us your resume and a letter explaining your interest. Be sure to let us know why you're a great match for this role and for CARTO!A diversity of identity, perspective, and experience makes us stronger. We welcome you to apply to CARTO regardless of your background, gender, ethnicity, orientation, or ability