🚀 Customer Success Operations Manager
What if advisory firms and SMEs could stop spending hours on non-value tasks and focus on growing their businesses?
That is the future we are building at Kabilio: a new way of working for advisory firms, freelancers and SMEs, supported by international investors and a founding team with a track record of building successful companies.
After achieving strong adoption among accounting advisory firms, we are taking the next step: bringing Kabilio closer to their clients (SMEs and freelancers) with a complementary product that adds value to the entire ecosystem.
To this end, we are creating a digital, scalable and self-service relationship model that allows us to accompany thousands of clients efficiently and personally.
We are looking for a Customer Success Operations Manager specialized in Scaled Customer Success to help us build this model from scratch: design journeys, create digital experiences and turn data into actions that help our clients activate, adopt and maximize their use of Kabilio.
This is not a traditional Customer Success role nor an account management role. It is a hands-on role with a product and growth mindset, who enjoys building, experimenting and continually improving.
You will work directly with the Customer Success Lead and in close collaboration with the Product Led Growth and Rev Ops teams.
📋 What will be your mission?
Your objective will be to create a scalable customer experience that accompanies SMEs and freelancers from first contact to becoming recurring and satisfied users.
Day-to-day, you will:
- Design and execute the digital activation, onboarding, conversion and adoption journey for the SME/Freelancer segment.
- Create digital playbooks, automations, lifecycle emails, webinars, office hours, bots and self-service resources.
- Analyze usage data to understand behaviors, detect frictions and uncover improvement opportunities.
- Configure automations within the Customer Success platform.
- Work with the PLG Product Manager to improve in-app experience and maximize activations and re-engagement.
- Collaborate with Product and Support to create useful content: help center, FAQs and educational resources.
- Turn client insights into actionable learnings to influence Product.
- Help improve key metrics such as trial-to-paid conversion and onboarding completion.
🔎 What we look for in you?
We seek someone who combines strategic vision with execution capability.
Ideally you will have:
- 3-5 years of scaled Customer Success experience, Digital CS or similar roles.
- Experience building digital and scalable models.
- Background in SaaS B2B, especially self-service, SMEs or high volume.
- Analytical, structured profile able to translate complex data into concrete actions.
- Experimentation mindset: hypothesize, test, learn and improve.
- Experience creating automations, lifecycle campaigns, webinars, nudges, bots or self-service resources.
- Comfort working in dynamic environments where priorities evolve quickly.
- Startup mindset: ownership, autonomy and impact focus.
- Fluent Spanish and good English level.
Nice to have:
- Experience with tools like Vitally, ChurnZero, Custify or similar.
- Familiarity with AI tools like Claude Co-work.
- Experience collaborating with Product or Growth teams in PLG environments.
💜 What you’ll find at Kabilio?
- Competitive salary: discussed from the first conversation.
- Hybrid model: 3 days per week in our Barcelona office.
- Flexible benefits via Cobee and medical insurance at virtually no cost.
- Permanent contract and tools to work at the highest level.
- An environment where ideas count and impact is seen from day one.
🎯 Why join?
Because here you are not coming to maintain something that already exists: you come to build.
- You will work in one of the most potential and least digitized markets in Spain.
- You will have the opportunity to create from zero the Scaled Customer Success model at Kabilio.
- You will collaborate with Growth, Marketing, Product and RevOps teams.
- Your decisions will have real impact: less bureaucracy, more action.
- The product is already validated, customers are there and now it’s time to scale.
If you are motivated to build digital experiences that truly change how people work, we want to meet you.