Job Summary: Lead the customer experience and support for an all-in-one Human Resources platform for SMEs, ensuring customer retention and optimized platform usage. Key Highlights: 1. Lead the Support and Retention area within Customer Success. 2. Real impact on thousands of companies through a growing project. 3. Autonomy to lead and improve processes. **Description:** ---------------- **Who are we?** At Núcleo 360, we help small and medium-sized enterprises digitize and simplify their labor management. We are an **all-in-one Human Resources platform**, designed to enable SMEs to comply with current regulations seamlessly—automating processes and enhancing the employee experience. We are part of the **Zienideas ecosystem**, an innovative, dynamic, and continuously growing environment. We are looking for someone who wants to lead our customers’ experience and transform support into a true retention tool. **Your Mission** You will be responsible for ensuring that our customers not only use the platform but also maximize its value and choose to stay with us long-term. You will lead the Support and Retention area within the Customer Success department, ensuring an excellent, solution-oriented, and proactive experience throughout the entire customer lifecycle. What will you do daily? * Supervise and optimize the post-sales support process. * Resolve and coordinate incidents together with Customer Service and Technology teams. * Strategically guide customers through their evolution on the platform. * Analyze usage metrics, satisfaction scores, and churn risk. * Design and implement retention and renewal initiatives. * Manage and develop the support team. * Turn every interaction into an opportunity for improvement and long-term relationship building. **What we offer** * Fixed annual salary between €20,000 and €22,000 gross. * Stability and permanent contract. * A growing project with real impact on thousands of companies. * A dynamic environment within the Zienideas ecosystem. * Hybrid work model. * Autonomy to lead and improve processes. **Requirements:** --------------- **What we’re looking for in you** * Degree in Business Administration and Management, Psychology, Communications, or related field. * Minimum 3 years of experience in support or Customer Success within a SaaS environment. * Experience working with CRM systems (Odoo is a plus), ClickUp, and ticketing tools. * Strong customer orientation and analytical mindset. * Leadership ability and cross-functional coordination skills. * Clear communication, empathy, and solution-oriented approach. We seek a person who understands that support is not reactive—but strategic.