Customer Success Manager - Spain 🇪🇸

Alan is building a vertically integrated health partner that unites insurance and smart healthcare delivery into one seamless system. Our vision is to make prevention the new norm of care for all.

Our mission: Help people live in good health to 100 while helping employers feel proud, turning health benefits from a cost centre into their most valuable investment.

By connecting all aspects of care (private, public, and direct to consumer) we create the most member-centric healthcare experience, reducing claims costs while generating new monetization opportunities.

We partner with tens of thousands of companies across France 🇫🇷, Spain 🇪🇸, Belgium 🇧🇪, and Canada 🇨🇦, serving over a million members.

• Mission is the Boss — We think long-term and are methodical optimists who take risks, seeking our mission's success above all else.

• Distributed Ownership — Accountable enlightened despots: everyone owns their decisions and results.

• Radical Transparency — All information is accessible and written-first, so everyone can make the best decisions asynchronously.

• Always Growing — Direct, positive, and caring feedback, combined with self-growth ownership.

As Customer Success Managers, we partner with our most strategic customers to maximize their Alan experience through seamless onboarding and high-touch support, driving product adoption, satisfaction, long-term loyalty, and owning initiatives to grow ARR 🤝

We achieve this by deeply understanding customer and employee needs, delivering exceptional onboarding experiences, employee events to promote Alan, providing proactive product education to HR teams and employees.

This role requires you to build strong relationships with key stakeholders while delivering clear, effective product promotion to increase adoption among the company's employees.

We're looking for someone with outstanding communication skills, sales reflexes, and proven experience in B2B and B2B2C customer education, digital solution evangelization, and leading transformation initiatives in complex environments.

• Drive customer loyalty

  • Build and maintain strong relationships with key stakeholders

  • Champion a customer-centric approach to help clients maximize Alan's value

  • Turn our best customers into Alan ambassadors and generate opportunities of acquisition

• Build customer engagement and adoption:

  • Lead complex onboarding processes for large customers, acting as project manager for lengthy transitions while ensuring effective, impactful, and empathetic change management

  • Develop deep understanding of Alan's product value proposition and create customized action plans aligned with customers needs and Alan's objectives

  • Deliver engaging product education through tailored and large-scale approaches (such as webinars) to drive employee and HR team adoption

  • Track and present adoption metrics to stakeholders

  • Identify and execute out-of-the-box initiatives to engage Alan customers

• Scale the practice:

  • Contribute to CSM playbook development

  • Become a subject matter expert within the team

• Drive product evolution:

  • Act as the voice of the customer to marketing and product teams

  • Influence product and service improvements based on customer feedback

• Boost ARR:

  • Work with lifecycle marketing and the key account manager to define strategies to up-sell / cross-sell and to increase product enrollment.

  • Deliver on-site activation events to promote Influence product and service improvements based on customer feedback.

You may be a great fit at Alan if you have/are:

• 3-5 years proven track record in customer success or enterprise account management

• Strong background in B2B or B2B2C digital companies, specifically working with HR teams on adoption and engagement challenges

• Experience leading complex, cross-functional projects across Product, Sales, Engineering, and Data teams

• SaaS, Insurance, or Consulting industry experience valuable

• Based in (or willing to relocate to) Madrid or Barcelona.

Core skills:

• Demonstrated ability to influence and engage stakeholders at all levels, including decision makers and employees

• Confident public speaker with a strong commercial mindset

• Fluent in Spanish and advanced level of English, both spoken and written.

• Network building: capability to identify and engage key influencers

• Active listening skills and genuine empathy in stakeholder interactions

• Creative thinking for developing innovative engagement strategies

• Structured approach to project management and execution

• Deep customer-centric mindset with proven ability to deliver tailored solutions

• Strategic problem-solving: ability to structure challenges and identify effective solutions

• Analytical skills for data-driven decision making and reporting

For this opportunity, we're looking for someone in either Madrid or Barcelona.

We are aiming to hire within the B1-C1 level range.

At Alan, we believe that being in good health is a basic need, and it starts with our employees. This is why Alaners are provided with a stimulating environment and perks ensuring they are happy, eefficient,and spend only high-quality time with co-workers. 

Therefore, we offer:

• Fair rewards. Generous equity packages complement your base salary.

• Flexible Office. Amazing office space at our HQ in Madrid or Barcelona

• All the tools you need. Top of the range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones.

• Flexible vacation policy and flexible working hours. Organize your  time as you wish.

• Delightful healthcare insurance: Extremely comprehensive health insurance - 100% for you and your children & partners

• Food allowance. 110 euros per month in your Alan Flex card

• Learning & Training opportunities. A highly  flexible Training policy free books and budget to attend and speak at conferences if the opportunity arises.

• Personal growth through coaching: At Alan, coaching isn't just a perk - it's core to who we are. Every Alaner is paired with a dedicated coach from day one, who helps maximize their impact, nurture engagement, and navigate Alan's values to develop their full potential. Learn more about our coaching culture.

• Parental leave. Extended parental leave for all new parents.

If you're excited about this opportunity but don't check every box, we'd love to hear from you. Everyone, no matter how underrepresented, should feel free to apply, as it can only bring learnings or success.

If you identify yourself as a woman: Did you know that research shows women often apply only when meeting 100% of requirements?

Remember, this is just a guide, not a checklist.

We'll be thrilled to receive your application!

🔖 Check out our About Alan and Career pages, as well as our Medium, blog and Glassdoor page for more info.