Customer Success Manager (Rental Operation System Startup)

(We are supporting our client, Flecto, in their search for a Customer Success Manager in Lisbon).

Flecto:

Flecto is the most innovative Operating System for rental companies. Hundreds of business owners rely daily on Flecto to manage and improve their rental business from just one place. Anything from renting an e-bike for tourists, cameras to professional photographers or even construction tools, these are some of the products our platform helps manage.*

At Flecto we’re on a mission to propel rental over ownership. As a product first company, we created a powerful SaaS that helps small and large businesses leverage the digital world while offering instant rental experiences to their customers.*

We’re backed by TechStars, Maze and Ubermorgen and following our seed round we’re on a mission to expand fast on our initial success. At Flecto we’re driven by the desire to learn, to be challenged and to prove things the fastest way we can. We’re also remote first.

Blurb:

Join Flecto, the pioneering SaaS provider in the equipment rental industry, as we embark on a journey of growth and customer excellence. We're looking for a visionary leader to join our team as the Head of Operations. In this role, you will be the champion of our customers' success, driving retention and identifying upselling opportunities to ensure our clients fully leverage our platform to power their operations. If you're passionate about building lasting relationships and fostering growth within a dynamic tech environment, we want you on board!

Role Overview:

As a Customer Success Manager, you'll play a pivotal role in nurturing long-term relationships with our customers, ensuring they maximize the value from Flecto's platform. You'll guide clients through onboarding, address their needs, and act as the customer's voice internally, bridging relevant feedback to Product, Sales, and Marketing teams. Your contributions will be critical to driving customer satisfaction, reducing churn, and identifying upsell opportunities.

The ideal candidate will have SaaS and B2B experience, thrive in early-stage startup environments, possess excellent interpersonal and communication skills, be organised, and deeply committed to our values.

Key Responsibilities:

• Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and successful product adoption.
• Account Management: Build and maintain strong relationships with key account stakeholders to ensure high customer satisfaction and loyalty.
• Customer Development: Conduct regular performance reviews with customers to identify growth opportunities, usage trends, and potential upsell opportunities.
• Feedback Loop: Act as the voice of the customer internally by collecting and communicating user feedback to product, sales, and marketing teams.
• Support: Manage inbound support requests, ensuring timely resolution and escalating issues when necessary.
• Retention & Churn Reduction: Develop strategies and processes that help reduce churn and drive long-term customer retention.
• Cross-functional Collaboration: Work closely with sales, product, and marketing teams to ensure customer-centric strategies are implemented and customer needs are met.

Qualifications:

• 3-4 years of experience in a Customer Success, Account Management, or similar role in a SaaS or B2B environment, ideally in an early-stage startup.
• Fluent in **Spanish** and **English** (written and verbal), with **Portuguese** being a plus.
• Strong interpersonal and communication skills, with the ability to build rapport and trust with clients at all levels.
• A proactive, self-starter mentality with excellent problem-solving abilities.
• Ability to thrive in a fast-paced, dynamic startup environment and handle multiple projects simultaneously.
• Experience working with customer success software, CRM platforms, and data-driven decision-making.
• Ability to work in a hybrid model and be present in the Lisbon office at least once a week.

Here’s what you can expect when joining Flecto as our CSM:

• Join a team of entrepreneurs that will empower you to produce the best work of your life
• Compensation: 28.000eur/ year
• Compelling Benefits: Mac laptop, health insurance and meal allowance
• Flexible Remote with an office in Lisbon
• Accelerate your career to the next level with lots of ownership and accountability