Role Context

As part of its international expansion, particularly in direct sales in Spain and certain export markets, Kinvent is strengthening its Customer Success team.

The Junior Customer Success Manager role is designed to support the development of the company's offering through customer adoption, retention, and expansion, with a strong focus on post-sale customer support and long-term value creation.

The Junior CSM will work closely with the Care (Support), Sales, Product, Hardware, and Software teams, and will report directly to the Head of Customer Success.

Main Objectives

> Ensure excellent adoption of Kinvent solutions among Spanish clients and selected export markets.
> Identify and contribute to upsell and expansion opportunities.
> Actively support customer subscription retention.

Key Responsibilities

1. Customer Adoption & Onboarding

> Lead the onboarding process for new customers in Spain and export markets (in English).
> Support customers in adopting Kinvent sensors and the Kinvent App.
> Monitor the first weeks of product usage to ensure successful adoption.
> Contribute to the creation and updating of onboarding and training materials.
> Implement customer success strategies adapted to different audiences and countries.

2. Expansion & Upsell

> Identify upsell and cross-sell opportunities through:
    - Usage analysis
    - Customer interactions
    - After-sales cases
> Recommend additional solutions tailored to customer needs.
> Collaborate with the SDR and Sales teams for opportunity qualification and follow-up.
> Contribute to quarterly expansion objectives.

3. Retention & Customer Portfolio Management

> Analyze customer usage data to anticipate potential churn risks.
> Implement corrective actions when needed (additional training, strategic discussions, reinforced follow-up).
> Manage subscription cancellation requests by:
    - Understanding the root causes
    - Implementing retention actions when appropriate
    - Coordinating with internal teams (Sales, Support)
> Maintain a proactive and trusted relationship with customers.

4. Customer Support Management (Care)

> Manage customer support tickets (primarily Spain & LATAM) via the Zendesk ticketing system.
> Qualify, prioritize, and resolve incoming requests:
    - Product usage questions
    - Technical issues related to sensors or the application
    - After-sales service requests
> Ensure rigorous follow-up of tickets until resolution.

In case of high activity periods, team absences, or holidays within the Care team, the Junior CSM may provide temporary support across other regions or languages to ensure service continuity and maintain response time commitments.