Customer Success Manager

About the role

At Auctane, we know our customers are at the heart of everything we do. That’s why the Customer Success Manager (CSM) plays such a pivotal role. As a CSM, you’ll build and nurture relationships with our most strategic customers, helping them unlock their business goals with the power of Auctane’s products and services.

You’ll go beyond the surface, diving into their operations to uncover opportunities to streamline processes, adopt best practices, and identify areas for growth and monetisation. Whether it’s optimising carrier selection or recommending strategies for maximising returns, your expertise in Packlink and e-commerce will guide them to success.

By ensuring our customers thrive, you’ll play a critical role in driving retention, cultivating future opportunities, and fueling growth—for both our customers and Auctane.

Join us and be the trusted partner who helps our customers ship their way to success!

This position is full remote as long as you're based in Spain

What will you be doing?

• Account Ownership: Manage a book of business that has potential account optimization/monetization opportunities. Partner with implementation in the effort of continued account growth.
• Diagnose and Document:  Become proficient in identifying areas of potential customer savings, as well as areas of monetization and growth.
• Relationship Management: Engage customers and establish trust and rapport with the goal of the customer allowing us to speak into their business and process.
• Customer retention and growth: Proactively engage with clients to understand their goals, challenges, and objectives. Collaborate with cross-functional teams to develop strategies and initiatives that drive customer success and promote retention
• Customer advocacy: Act as a customer advocate within the company, conveying feedback and insights to relevant teams to drive product/service improvements. Continuously monitor customer satisfaction and identify opportunities to enhance the customer experience.
• Data analysis and reporting: Utilize customer success tools and data analytics to track customer performance, identify trends, and measure the effectiveness of customer success initiatives. Provide actionable insights to customers and internal stakeholders.

What are we looking for?

• Three or more (3+) year’s Sales experience.
• Experience with B2B or SaaS software preferred.
• Experience in call de-escalation is preferred.
• This role focuses on the UK market, therefore, fluent English is essential. Proficiency in Spanish is also required for collaboration with Spanish stakeholders.

What will make you stand out?

Previous experience working in the shipping or e-commerce industry.
Experience working in the UK market

What do we offer?

• 💸 Clear and transparent compensation plan. The salary range is up to 29,000€ base + OTE We will discuss the indicated range with you in the first recruiting call to ensure that we are on the same page.
• 💰 Flexible salary benefits
  Save on personal income tax with Cobee for expenses like transport, restaurants, and kindergarten.
• 🩺 Private health insurance
  Free for all employees via Cigna, plus we cover 50% for your family members.
• 🏠 Remote-first culture
  All Auctane Spain team members work remotely. We support your setup with a €50 net/month home office allowance (€600/year).
• 🌅 Generous time off
  Enjoy 26 days of holiday per year (23 base days + your 🎂 birthday off, Christmas Eve, and New Year’s Eve).
• 💻 Your gear, your choice
  Whether you prefer Mac or Windows, or need an extra screen, we’ll make sure you’re set up for success from day one.
• 🗓️ Annual Salary Review
  We’re committed to recognizing your professional growth. Every year, we review salaries to reflect your individual development, achievements, and impact on our business success.
• 📙 Grow your skills
  We offer up to €800/year in training (certifications, conferences, workshops) to boost your growth—both technical and personal.
• 📺 Learning resources
  Access internal and external training, including platforms like LinkedIn Learning, completely free.
• 🧘‍♂️ Holistic wellness program
  Includes access to Wellhub, Curalinc (psychological support), Rocketlawyer (legal advice), and regular health webinars & challenges.
• 😊 Volunteer day
  Take one day off a year to volunteer and give back. Bonus points for sharing pics on Slack!
• 👩‍⚕️ Free therapy vouchers
  Because your mental health matters.
• 🏐 Health & wellness support
  Get up to €55/month to cover your gym or fitness classes (yoga, boxing, pilates, etc.).
• 🗺️ Weekly language classes
  Improve or learn a new language (English, Spanish, French, Italian, or German) in small groups with expert instructors—on us!
• 🏥 Time for health
  Get 8 hours per year for personal medical appointments and 10 hours per year to support your family’s medical needs.
• ⚖️ Work-life balance
  We’re flexible and people-first. We know life happens, and we aim to make work work for you.
• 💜 Inclusive, upbeat culture
  No suits here—just a welcoming, casual, and respectful space where diversity is celebrated, and you can be your full self.
• 🌍 A global, multicultural team
  We’re made up of 20+ nationalities, speaking 10+ languages. All communication is in English, so everyone’s included.
• 📦 Packlink Pro discount
  Enjoy 99% off your personal shipments using our platform.
• 🔗 Referral bonuses
  Know someone amazing? Earn €1K–€3K when you refer candidates we hire—depending on the role.
• 🏢 Central Madrid office
  When you want a change of scenery, drop by our office in the heart of Madrid—free snacks and drinks included!
• 🏟️ Team events
  We work hard and play hard with regular team-building activities and meetups.