Customer Success Manager

Customer Success Manager

Location: Coimbra (hybrid)

Employment: Full-time/Contract

About Loop Future

Loop Future combines technology, innovation, and sustainability to create digital solutions that shape the future. By integrating software engineering, cloud solutions, salesforce expertise, and intelligent sourcing, Loop Future connects people, systems, and industries driving efficiency, growth, and global impact. We are Headquartered in Portugal but we are also supported by our international offices in the UK, Switzerland and India. The company brings together a diverse and talented team committed to delivering cutting-edge digital experiences into domains such as TV & Media, Satellite & Space, Consultancy, Retail and many other domains.

About Role

Customer Success sits at the heart of Loop Future, connecting Sales, Talent, Delivery, Operations, HR and Finance so customers always feel looked after and understood. Our mission is simple: be easy to do business with. That means listening carefully, understanding our customers’ challenges and delivering joined-up solutions that make a real difference. As a Customer Success Manager, you are the customer’s advocate internally and their first point of confidence externally, building trust by staying one step ahead and ensuring every interaction adds value.

Responsibilities:

• Become a trusted advisor across your accounts, understanding the client’s business, priorities and constraints.
• Act as the voice of the customer internally, influencing decisions so that our processes and solutions reflect real client needs.
• Partner with Sales to onboard new accounts and set them up for long-term success.
• Partner closely with Talent Acquisition to fulfil customer needs, whether through existing capacity or new hires.
• Brief Talent Acquisition clearly on role requirements, team culture and delivery expectations to ensure the right skill and personality match.
• Coordinate interviews, feedback and offer stages, maintaining clear communication between the customer, Talent Acquisition and delivery teams.
• Oversee onboarding for new consultants and employees, ensuring contracts, setup and day-one readiness are smooth and professional.
• Manage contract renewals, extensions and rate negotiations across your accounts.
• Identify growth opportunities (cross-sell, up-sell, new services) and support Sales with insight that shapes new business.
• Monitor satisfaction, delivery quality and key account health metrics, stepping in early when issues appear.

Requirements

• 2+ years’ experience in Customer Success, Account Management, Client Services or Recruitment, ideally within technology, IT services, consulting, staffing or professional services.
• Proven experience managing and growing B2B client accounts, building trusted relationships with senior stakeholders and identifying opportunities for renewals, cross-selling and account growth.
• Experience supporting clients with technology teams, consultants or specialist talent requirements, including working closely with Talent Acquisition and Delivery teams to fulfil customer needs.
• Strong commercial and negotiation skills, with experience managing contract renewals, extensions, rates and customer expectations while achieving positive outcomes for the business.
• Excellent communication and stakeholder management skills, with the ability to understand technical requirements, ask the right questions and translate them into clear briefs and actions for internal teams.
• Highly proactive, organised and customer-focused, with the ability to manage multiple accounts and priorities, identify potential issues early and take ownership of delivering an excellent customer experience.