Customer Success Manager

About Fitai

Fitai is building a new way to run health and wellness businesses.

We help businesses that already work grow without that growth generating proportionally more manual work, more tools, more headcount and more complexity.

But selling Fitai is only the beginning. For us, real success happens when our customers fold Fitai into how they operate, get results, and discover new ways to grow their business with us.

That is why we are looking for the person who will own that relationship.

Your mission

You will be responsible for turning new customers into activated, successful, retained and increasingly valuable customers for Fitai. Your ownership starts when Sales closes the deal and continues throughout the customer's lifetime. You will report to the CEO and GTM leadership.

Your mission in short: Activation → Adoption → Value → Retention → Expansion.

This is not a customer support role. We are looking for someone who understands the customer's business, helps them get the most out of Fitai, and can spot new growth opportunities inside the account.

What you'll do

1. Own onboarding

You will be responsible for getting every new customer to value as fast as possible. That means:

• understanding their business and how they operate
• defining what success means for that account
• setting things up and guiding the rollout
• supporting migration and adoption where needed
• training the customer
• unblocking them
• making sure the first milestones happen quickly

The goal is not simply to "finish onboarding". It is to get the customer thinking: "Now I understand why I needed Fitai."

2. Drive adoption and value

Once activated, you will need to make Fitai a meaningful part of their operation. To do that you will:

• analyse usage and adoption
• identify underused features or workflows
• run proactive follow-ups
• spot risks before they turn into churn
• help the customer adopt new capabilities

We don't expect customers to have to write to us before we act. We want to build a proactive Customer Success function.

3. Understand the customer deeply

You will hold regular conversations with founders and business leads. We need to understand:

• how their business is evolving
• what new problems are appearing
• where manual work still exists
• what is limiting their growth
• what value they are getting from Fitai
• what they will need six months from now

That knowledge will also be a key source of insight for Product, Sales and GTM.

4. Protect revenue

You will own account health. That includes:

• spotting risk signals
• working low-adoption accounts
• understanding the causes of potential churn
• running renewal conversations where relevant
• building recovery plans
• identifying patterns that improve retention overall

We don't want to find out a customer has a problem when they decide to cancel.

5. Generate expansion

Customer Success will also be a revenue function. As customers grow, you will identify opportunities for upsell, cross-sell, expanded usage, new services or capabilities, and expansion within the account.

The sale should come out of the value. First we understand the business. Then we find where Fitai can contribute more. And then we propose the right expansion.

6. Build Customer Success with us

We are still building the model. We expect you to help us define and improve:

• onboarding
• activation milestones
• health score
• follow-up cadences
• risk signals
• anti-churn playbooks
• expansion triggers
• renewal processes
• customer feedback loops

You won't just manage accounts: you will help build the system we'll use to manage hundreds of them.

What we expect from you

We are looking for someone extremely customer-oriented but business-oriented too. Ideally:

• 2–5 years in Customer Success, Account Management or similar roles
• experience in SaaS or technology
• able to manage a portfolio of customers
• experience with onboarding and adoption
• able to hold conversations with founders and business owners
• able to spot risks and opportunities
• commercially minded
• comfortable talking about upsell and expansion
• analytical
• organised and autonomous
• excellent communication

Experience working with SMBs, SaaS, fitness, health, wellness or digital businesses is a particular plus.

Language: the day-to-day with customers happens in Spanish. You will speak with founders and business owners in Spain every day, so you need native or equivalent Spanish. Working English is enough for everything else.

What we're not looking for

We are not looking for a reactive support profile. We are not looking for someone whose job is only to resolve tickets. And we are not looking for someone who thinks selling and Customer Success are entirely separate worlds.

We are looking for someone who understands that helping the customer get more value and generating more revenue for Fitai can — and should — be perfectly aligned.

How we'll measure your success

Your main metrics will relate to:

• activation rate
• time-to-value
• adoption and usage
• retention
• churn
• Gross Revenue Retention
• Net Revenue Retention
• MRR expansion
• upsell and cross-sell
• account health
• customer satisfaction and advocacy

And above all: are our customers getting more and more value out of Fitai?

Terms

• €23,000–26,000 gross base salary per year, plus €3,000–5,000 variable tied to targets (OTE of €26,000 to €31,000).
• Full-time, on-site/hybrid from Lanzadera, in Valencia.
• Expected start date September 2026.

Why Fitai

You will get to build Customer Success almost from the ground up.

You will work directly with founders, Product and Sales, and have real influence over both the customer experience and how the product and GTM evolve.

We are looking for someone who wants to manage customers today and help us design the Customer Success function we will need tomorrow.