We are looking for an experienced Customer Success Manager to join our team, working on-site from our Barcelona office. In this role you will be a key member of our Customer Success function, contributing directly to our goals and working closely with talented colleagues across the business.
This is a hands-on role with real ownership and impact. You will apply your skills in Customer Success, Account Management and Onboarding to solve interesting problems, ship work you can be proud of and help us raise the bar for what we do. You will collaborate with cross-functional teams, share your ideas openly and have the support you need to do your best work and grow along the way.
You will bring around 4 to 7 years of relevant experience and strong, practical knowledge of Customer Success, Account Management and Onboarding. Just as important are clear communication, sound judgement, attention to detail and the ability to collaborate effectively with people across different teams and backgrounds.
Within your first few months, you will get up to speed with our products, processes and people, build strong working relationships across the team, and begin taking ownership of your own work. Over time, you will have the opportunity to deepen your expertise, take on broader scope and grow your career with us as the company continues to scale.
In return, we offer a supportive, inclusive and collaborative environment, competitive pay, meaningful benefits and the chance to do work that genuinely matters. We care about our people, invest in their growth and want everyone here to be able to do the best work of their careers.
If this sounds like you, we would love to hear from you. Lumen Foods is an equal-opportunity employer: we welcome applicants of all backgrounds and are committed to building a diverse team and an inclusive workplace where everyone can thrive. Apply today and tell us why you would be a great fit.
Responsibilities
As a Customer Success Manager at Lumen Foods, you will play a central role within our Customer Success function and take ownership of a broad and varied set of responsibilities. Working alongside a collaborative, motivated team, your day-to-day duties will include, but are not limited to, the following:- Lead by example, setting a high bar for quality, collaboration and professionalism.
- Make and clearly communicate well-reasoned decisions, including difficult trade-offs.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Proactively reach out to customers to ensure they are successful and to prevent churn.
- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Track account health and identify opportunities for expansion and advocacy.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Identify recurring problems and share actionable feedback with product and engineering teams.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Contribute to process and tooling improvements that make support faster and better.
- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Uphold the company's values, policies, security requirements and standards of professional conduct in all activities.
- Adapt to changing priorities and remain calm, focused and effective in a fast-moving, evolving environment.
- Bring energy, curiosity and a solutions-focused mindset to everyday challenges.
- Build strong, trust-based relationships with internal and external stakeholders.
- Participate constructively in team meetings, stand-ups, planning sessions, demos and retrospectives.
- Take full ownership of your work, manage your own priorities and consistently deliver to a high standard and on time.
- Plan and manage your workload to balance quality, speed and competing demands.
- Collaborate respectfully and effectively with colleagues across teams, functions, time zones and locations.
- Represent the team and the company professionally in internal and external interactions.
- Proactively flag dependencies and coordinate with other teams to keep work moving smoothly.
- Support onboarding, knowledge-sharing and documentation so the wider team can learn, scale and succeed.
- Identify opportunities for improvement and bring forward practical ideas to make our products, processes and ways of working better.
- Support and step in for teammates when needed to help the team meet its shared goals.
- Continuously develop your skills, seek feedback and stay current with the latest developments in your field.
What we're looking for
4-7 years of professional experience in a Customer Success Manager or similar roleStrong working knowledge of Customer Success, Account Management and Onboarding
Bachelor's degree in Business Administration
Excellent communication, problem-solving and teamwork skills
Benefits
At Lumen Foods, we believe that looking after our people is the foundation of doing great work. We offer a comprehensive, thoughtfully designed benefits and perks package that supports your health, your finances, your growth and your life outside of work. When you join us, you can expect the following:- a company-supported retirement savings plan, helping you build long-term financial security for the future.
- Wellness initiatives throughout the year, from health talks and screenings to fitness challenges and mindfulness sessions.
- Transparent, structured pay bands and clear criteria for progression, so you always know how to grow your earnings.
- Recognition of personal milestones with celebration leave and thoughtful gestures.
- A performance-linked annual bonus that meaningfully rewards both your individual contribution and the company's success.
- Regular recognition and appreciation for great work, both publicly and privately.
- Thoughtful welcome kits, branded swag and little extras that make you feel part of the team.
- Access to telemedicine and online doctor consultations so you can get care quickly, wherever you are.
- A flat, low-ego environment where good ideas can come from anyone and are acted upon.
- Employee discounts and access to a curated range of partner perks, offers and benefits.
- Full sponsorship for relevant professional certifications, memberships and qualifications.
- Mental-health support including confidential counselling, an Employee Assistance Programme and a range of wellbeing resources.
- Opportunities to attend, speak at and learn from industry events and conferences.
- The chance to do meaningful, high-impact work alongside talented, friendly, humble and ambitious colleagues.
- Additional wellbeing and volunteering days each year to look after yourself and give back to your community.
- Flexible working hours that let you do your best work while balancing your personal life and commitments.
- Commuter, transport and travel support to make getting to and from work easier and more affordable.
- Generous referral bonuses for helping us find and hire other great people to join the team.
- A home-office set-up allowance plus the laptop, equipment and tools you need to work comfortably and productively.
- A modern, well-equipped office in a convenient location, with snacks, great coffee and plenty of collaborative space.
- Generous, fully paid parental leave for all new parents, supporting you through one of life's biggest moments.
- A real commitment to diversity, equity and inclusion, with employee resource groups and an open, respectful culture.
- Flexible time-off arrangements and the trust to take the breaks you need, when you need them.
- Protected time for learning, regular internal knowledge-sharing sessions and access to leading online learning platforms.
Education
Bachelor's degree in Business Administration