Client Director – Customer Success Management

Loyal Guru

. Design and implement strategies to drive customer retention, satisfaction, and long-term growth.

Posted 10/26/2026full-timeBarcelona • SpainLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in driving customer retention and satisfaction through strategic leadership and operational efficiency. Proficient in analyzing KPIs such as NPS and NRR to inform decision-making and foster a culture of customer excellence.

Highest-signal resume keywords

Customer Success LeadershipKPI Improvement (NPS, NRR)B2B SaaS ExperienceAnalytical SkillsBilingual (English, Spanish) and Italian

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Retention StrategiesKPI Tracking and ImprovementData AnalysisOperational Efficiency OptimizationStrategic Consulting

Soft Skills

LeadershipCommunicationCross-Functional CollaborationMentoringResults-Oriented

Industry Keywords

B2B SaaSRetailGrocery (GDO)BankingCustomer Management Best Practices

About the role

Key responsibilities & impact

Design and implement strategies to drive customer retention, satisfaction, and long-term growth.
Lead and mentor Client Directors and their teams, fostering a culture of customer excellence.
Define, track, and continuously improve KPIs including NPS, NRR, and customer margins.
Identify and act on opportunities to optimize operational efficiency across the Customer Success organization.
Serve as a strategic reference point for innovation and best practices in customer management.
Collaborate with the COO and department leaders in Product, Sales, and Operations to ensure strategic and operational alignment with company goals.
Oversee Client Directors and their teams.

Requirements

What you’ll need

8+ years of experience in Customer Success, Strategic Consulting, or Account Management, with at least 3 years in a senior leadership role.
Proven track record in driving significant improvements in KPIs such as NPS and NRR.
Prior experience in B2B SaaS environments and fast-scaling companies.
Strong analytical skills and ability to translate data into strategic decisions.
Outstanding leadership, communication, and cross-functional collaboration skills.
Hands-on attitude with a high focus on results.
High level of English and Spanish, spoken and written.
Native level of Italian.
Extra points: deep previous experience working directly with Retail, Grocery (GDO), or Banking clients.

Benefits

Comp & perks

Flexible schedule: Organize your day to work best for you.
Reduced hours on Fridays: Enjoy long weekends and all of August with a condensed schedule.
Day off on your birthday.
25 days of vacation.
Budget for training and language classes.
Clear career path: Opportunity for professional advancement within the Customer Success or consulting track.
Access to Wellhub and BH Bienestar.
50% discount on health insurance (Sanitas).
Frequent team buildings.