Customer Success Manager – AI SaaS

Landbot is an AI\-first SaaS company building AI Agents that help businesses deliver exceptional experiences to their users. We're growing our Customer Success team and looking for a Customer Success Manager who is as comfortable demoing a product as they are running a data\-driven business review.

This is not a relationship management role. Our CSMs own outcomes — they help customers achieve measurable results with Landbot, and they hold themselves accountable to those results. You'll manage a portfolio of Business plan customers (our largest accounts, paying 400€– 20k\+/month), and you'll be expected to proactively drive adoption, expansion, and retention through structured, insight\-led engagement.

You'll report to the Head of Customer Success and work closely with Sales, Support, and Product.

What you'll do

Drive customer outcomes

• Own a portfolio of managed accounts (Business plan) and be accountable for their retention and growth.


• Run structured onboarding, adoption, and business review processes — always anchored in the customer's goals and measurable results.


• Proactively monitor account health and intervene before problems become churn risks.


• Track and present customer metrics in every interaction — usage trends, adoption gaps, ROI signals.

Be a product expert

• Become deeply fluent in Landbot's AI Agent capabilities and be able to demo and advise customers confidently.


• Proactively introduce customers to new features and AI use cases relevant to their business.


• Translate customer goals into concrete Landbot configurations and workflows.


• Stay current as the product evolves — Landbot is moving fast in the AI space and our CSMs need to move with it.

Own commercial outcomes

• Identify and execute upsell and expansion opportunities within your account portfolio.


• Partner with Sales on high\-potential accounts and handoffs.


• Flag risk accounts early and lead recovery conversations.

Collaborate and report

• Report on customer engagement, health metrics, and account progress to internal stakeholders.


• Surface customer feedback and product gaps to Product and leadership in a structured way.


• Coordinate with Support on escalations and complex technical issues.


• 3\+ years of experience in Customer Success or Account Management in a B2B SaaS environment.


• Genuine comfort with technology products — you learn new tools quickly and enjoy going deep on how things work.


• Strong analytical habits: you track metrics, build simple reports, and use data to drive customer conversations.


• Excellent live presentation and communication skills — you're confident running demos, reviews, 1:many events and negotiations.


• A proactive, self\-driven work style — you don't wait for customers to come to you.


• Fluency in English and Spanish (both required).


• Eligibility to work in Spain.

• Experience with AI products, automation tools, or the conversational AI / chatbot space.


• Familiarity with no\-code or low\-code platforms.


• Experience managing high\-value accounts (enterprise or upper mid\-market).


• Knowledge of CS metrics (NRR, churn rate, health scores, time\-to\-value).


• Additional languages are a plus.

What success looks like

• Your accounts are healthy: strong adoption, low churn risk, and growing.


• You run proactive, data\-backed business reviews — not reactive check\-in calls.


• You're the most knowledgeable person in the room when it comes to what Landbot can do for a customer's use case.


• You identify expansion opportunities and close them or hand them off with a clear brief.

Hiring process

• HR screen — 20 min. Get to know each other, validate experience and logistics.


• Practical Test — (async). We’ll present a scenario you’re expected to work with towards a specified outcome, all while using Landbot, our product. The output of this test is a screen recording of you presenting the result.


• Role\-play \& team interview — 60 min. As part II of the practical test, the role\-play will consist of an actual conversation with your portfolio customer about the solution you built and presented. Afterwards, we’ll run a classic\-format interview to verify your experience, skillset, commercial mindset, analytical approach and culture fit.


• Culture check with CEO — 15 min.

Benefits

• Hybrid culture or full remote (or both!).


• Great company culture, we have a young, upbeat, and international work environment.


• Flexible schedule.


• Open vacation policy and flexible holidays so you can take time off when you need it.

• 26 days of paid vacation (23 regular days \+ December 24th \& 31st ) \+ One day for your birthday

Team building activities* Referral Bonus if you bring other talented people like you.

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