Customer Support and Loyalty Manager

Description

Job Summary: We are seeking a Customer Success Leader to manage customer experience and loyalty within an all-in-one HR platform, ensuring maximum adoption and retention. Key Highlights: 1. Lead customer experience and loyalty 2. Process automation and improvement of employee experience 3. Real impact on thousands of companies with a growing project **Description:** ---------------- **Who We Are** At Núcleo 360, we help small and medium-sized enterprises (SMEs) digitize and simplify their labor management. We are an **all-in-one Human Resources platform**, designed so SMEs can comply with current regulations effortlessly—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 loyalty tool. **Your Mission** You will be responsible for ensuring that our customers not only use the platform but fully leverage it and choose to stay with us long-term. You will lead the Support and Loyalty area within the Customer Success department, guaranteeing an excellent, resolution-oriented, and proactive experience throughout the entire customer lifecycle. What Will You Do Daily? * Supervise and optimize post-sales support processes. * Resolve and coordinate incidents 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 loyalty 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. * Job stability and permanent contract. * A growing project with real impact across 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** * Degree in Business Administration and Management (ADE), 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 preferred), ClickUp, and ticketing tools. * Strong customer orientation and analytical mindset. * Leadership and cross-functional coordination skills. * Clear communication, empathy, and solution-oriented approach. We seek someone who understands that support is not reactive—but strategic.