Customer Success Manager

About Us

Nalanda is a leading Spanish multinational dedicated to bridging the gap between large companies and their suppliers through an innovative digital platform. Our platform streamlines business processes such as document exchange, purchases, invoices, and vital business information.

We specialize in coordinating activities between contractors and their suppliers, minimizing costs, time, and risks, while fostering transparent and effective business relationships.

We are a dynamic, forward-thinking company committed to building an inclusive workplace where talent thrives. At Nalanda, we believe that the development of people drives organizational success. Join us as we continue to build a culture of growth, inclusivity, and excellence.

We are also part of Once For All, an international group with a presence in the UK, France, Latin America, and more than 1,000 people working on digital solutions for supply chain management and regulatory compliance.

Role Summary

At Dokify, we are looking for a customer- and results-oriented Customer Success Manager to help us strengthen relationships with our Buyer clients, increase customer loyalty, and ensure they obtain maximum value from our solution.

In this role, you will be responsible for delivering an excellent customer experience across the entire customer journey, from onboarding and adoption to renewal and growth. You will analyze product usage, customer feedback, and key performance indicators to identify opportunities for improvement, retention, upsell, and cross-sell.

You will work closely with Sales, Finance, and other internal teams to provide a consistent, proactive, and high-impact experience that supports customer satisfaction and business growth.

Key responsibilities

• Manage inbound and outbound customer interactions to understand client needs, follow up on renewals, resolve questions, and build long-term relationships.
• Guide new Buyer customers through the onboarding process, providing training and support to ensure successful adoption of the platform from day one.
• Monitor customer health, product usage, satisfaction, and engagement to identify risks, opportunities, and areas for improvement.
• Develop and implement actions aimed at reducing subcontractor churn, working closely with internal teams to improve their experience, adoption, and long-term relationship with Dokify.
• Analyze feedback and usage patterns to detect upsell and cross-sell opportunities, contributing to customer growth and revenue expansion.
• Track and interpret key KPIs such as retention, NPS, platform usage, renewal status, and customer satisfaction, proposing corrective actions when needed.
• Collaborate closely with Sales and Finance teams to ensure a smooth, aligned, and consistent customer journey.
• Act as a trusted advisor to customers, helping them understand how to make the most of Dokify’s solution according to their business needs.
• Share best practices, customer insights, and improvement ideas with the team to support continuous improvement.

Qualifications

• Excellent verbal and telephone communication skills, with the ability to communicate with confidence, empathy, and a consultative approach.
• Previous experience in Customer Success, customer service, account management, consultative sales, or other customer-facing roles.
• Experience working in B2B environments is highly valued.
• Strong organizational skills and the ability to manage multiple priorities in a dynamic environment.
• Results-oriented mindset, with a focus on customer satisfaction, retention, and business growth.
• Comfortable working with data and using customer insights to identify risks and opportunities.
• Intermediate proficiency in Microsoft Office tools, especially Excel and PowerPoint.
• Experience working with CRM tools such as Salesforce, HubSpot, or similar platforms.

Knowledge of Power BI or other data management and reporting tools is a plus.

Collaborative, proactive, and continuous-improvement mindset.

Native fluency in Spanish is required.

Intermediate or advanced level of English, French, or other languages is a plus.

What we offer🤸🕒 Flexible working time.🏞️💻 Teleworking.☀️📅 Intensive working time in summer.🍽️💳 Flexible benefits.🫂🔝 A dynamic and inclusive workplace with opportunities for growth and development.✨🏢 The chance to make a significant impact on our organizational culture and talent strategy.