🎯 Your Mission

As Head of Customer Success & Support for Spain, you will be at the heart of Silae’s growth journey, driving excellence in customer experience and operational integration following the acquisition of two companies (Summar & Denario).

Your mission: to unify, empower, and elevate our Spanish Customer Success teams, ensuring that we not only meet but exceed expectations in this critical market.

You will:

• Lead and inspire a team of 20+ professionals, fostering a highperformance culture rooted in collaboration, accountability, and innovation.

• Design and implement the ideal organizational structure for the postacquisition Spanish operation, ensuring seamless integration and clarity of roles.

• Merge and unify two distinct teams into one cohesive, motivated, and results-driven unit.

• Identify and activate key efficiency levers to accelerate time-to-value and boost team productivity.

• Evaluate, strengthen, and scale operational processes to ensure full team ownership and maximum efficiency.

• Analyse current and future customer needs, ensuring our services and solutions remain ahead of the curve.

• Streamline onboarding journeys, designing scalable and efficient paths to accelerate customer adoption and satisfaction.

• Drive strategic initiatives aligned with Silae’s long-term vision for Spain.

• Foster strong cross-functional alignment with key departments:

o Product: Drive roadmap alignment through customer feedback.

o Sales: Ensure seamless collaboration on renewals, upsell, and client health.

o HR: Partner on talent acquisition and team development.

o Finance: Support robust reporting and operational planning.

• Build strategic external partnerships to enhance and expand the Silae Spain ecosystem

Requirements

⭐ What We’re Looking For

• Proven Leadership: 8+ years in Customer Success management, including at least 4 years leading teams in high-growth tech or SaaS environments.

• Strategic & Analytical Mindset: Demonstrated success in designing and executing strategic plans, identifying core business challenges, and implementing scalable solutions.

• Industry Knowledge: Experience in Fintech is highly valued; payroll management expertise is a strong plus.

• Growth Orientation: A track record of launching and scaling initiatives that drive customer satisfaction, retention, and revenue growth.

• Problem Solving Excellence: Ability to identify bottlenecks across the customer journey and implement impactful solutions.

• Influence & Gravitas: Skilled in leading cross-functional teams and engaging with senior stakeholders.

• Strategic Execution: Comfortable navigating from big-picture vision to hands-on implementation, using both qualitative insights and data analytics to inform decisions.

• Process & Automation Expertise: Experience in process re-engineering and automation to drive efficiency and improve user experience.

• Product Collaboration: Ability to surface product improvement opportunities and drive implementation in line with customer and business priorities.

• Change Leadership: Deep experience driving organizational change, aligning stakeholders, and navigating complexity with confidence.

• Team-First Mentality: A collaborative leader with genuine enthusiasm, strong interpersonal skills, and a drive to elevate those around you.

• Scale-Up Experience: Experience operating in fast-paced, rapidly scaling SaaS or Fintech environments is a strong advantage. • Languages: English or French is a plus

Benefits

🎁What we offer:

💸Compensation: Competitive salary (Fix + Variable)

🩺Health: Medical insurance

🍽️ Meals & travels: your daily expenses when traveling to our local and international offices will be covered

📚 Build the future of Silae Spain: This is a Key Role for Silae Spain following the recent acquisitions, you will be at the heart of decisions that will shape the future of the company itself

📈 Career Development : Our ambition for the coming years implicates a drastic growth in every single aspect of this role responsibilities and resources allocated

✨ Remote Work: enjoy 2 days of remote work per week to optimize your focus and efficiency