• Identify and execute upsell and cross-sell opportunities • Work direction with Key Account Managers and Program Managers to support account growth initiatives • Deliver onboarding and product training for new customers • Monitor KPIs and provide proactive recommendations to ensure success • Lead onboarding and implementation of new innovation platforms for your customers • Manage project timelines, deliverables, and budgets while coordinating with all stakeholders • Provide frontline technical support and communicate software issues to the development team • Collect customer feedback and share actionable insights with the product team to improve usability and features • Provide strategic advice on optimizing innovation processes using Collaboration.Ai methodologies and tools • Analyze customer needs and recommend tailored approaches to drive engagement and impact • Translate customer goals into actionable use cases and measurable success criteria • Support customers in aligning their innovation strategies with digital transformation objectives • Identifying improvement potential of internal processes and coordinating the implementation • Partner with sales, product, and program management teams to deliver a seamless customer experience • Work in coordination with Program Managers to support major contractual deliverables, milestones, features and functionality of our products for our customers • Support new team members through knowledge sharing and mentorship • Work closely with external partners and government stakeholders to ensure alignment and communication.

• Partner with clients to develop and execute strategies that maximize their ROI • Build lasting relationships with key stakeholders across client organizations • Champion customer needs across HSI teams to drive continuous improvement • Maintain an impressive 95%+ net retention rate through proactive engagement • Drive account growth by identifying and securing expansion opportunities • Share customer insights that shape our product roadmap • Master our suite of solutions to become a trusted technical advisor

• Own a Book of Business: Serve as the trusted advisor for your portfolio of high touch accounts. • Drive Seamless Onboarding: Partner closely with Sales and project management teams to onboard new customers. • Lead Strategic Conversations: Conduct Quarterly Business Reviews (QBRs) with customers. • Maximize Retention & Growth: Monitor health signals to drive retention, upsell, and advocacy within your accounts. • Manage Escalations with Care: Respond to client issues and maintain trust. • Track Product Engagement: Monitor adoption trends and user behavior. • Deliver Exceptional Service: Turn satisfied customers into loyal advocates. • Build Industry Expertise: Continuously grow your understanding of industry verticals. • Create & Share Best Practices: Develop and maintain playbooks for different industries. • Strengthen Customer Networks: Engage champions across your customer base.

Role Description We are looking for a talented, results-driven Customer Success Manager to help our customers succeed and grow with Qatium. You will be a trusted advisor to our customers, helping them adopt Qatium, achieve measurable impact, and confidently use AI-enabled workflows — translating product capabilities into clear operational and business outcomes. If you enjoy working in a fast-paced, international environment and are passionate about helping customers succeed, we would love to hear from you. Key Responsibilities - Customer Engagement & Onboarding: Lead smooth onboarding experiences and training sessions that help customers get value from Qatium from day one. - Relationship Management: Build strong, trust-based relationships with customers and partners, guiding them through challenges and supporting long-term success. - Adoption & Value Realization: Monitor usage, identify opportunities to increase adoption, and share insights that drive measurable impact. - AI Adoption & Education: Help customers understand Qatium’s AI-enabled capabilities, including practical use cases, benefits, limitations, and adoption paths. Share feedback with Product to improve how AI features are understood and used in real operations. - Advocacy: Champion customer needs internally, working with Product, Sales, Support, and Marketing to improve the customer experience and create success stories. - Growth: Identify upsell and cross-sell opportunities in partnership with Sales, helping customers expand their impact with Qatium. - Feedback & Reporting: Share customer feedback, account health updates, and key metrics with internal teams. - Customer Support Coverage: Provide backup support when needed, ensuring customer questions are answered in a timely and thoughtful way. Qualifications - 4+ years in Customer Success, Account Management, or a similar role, ideally with B2B clients. - Experience with AI-powered, data-driven, analytics, automation, or technically complex software products. Requirements - You do not need to be an AI expert, but you should be curious, informed, and able to explain AI-enabled product capabilities in a clear and practical way. - Stay up to date with AI developments and enjoy testing new tools, models, or use cases. - Understand concepts such as prompts, models, MCP, agents, and human-in-the-loop workflows. - Can help both technical and non-technical customers understand the benefits, trade-offs, and limitations of AI-enabled workflows. - Proficient with CRM or CS tools such as HubSpot, Salesforce, or Gainsight. - Analytical, organized, and comfortable working with data, reporting, and account health metrics. - Excellent communication skills in English and Spanish, both at native or near-native level. Other languages are a plus. - Based in Spain, working remotely. Benefits - Work on something that matters: Help solve a global challenge with real-world impact: improving how water is managed at scale. - Remote-first by design: Work from anywhere with autonomy and flexibility. - Strong team: Collaborate with talented people who care about quality, move fast, and support each other. - Growth: Access learning budgets, language platforms, and resources to keep improving your craft. - Flexible compensation plan: Adapt part of your compensation to what matters most to you. - Time to recharge: Enjoy your holidays from wherever you call home. - Inclusive by default: We believe diverse perspectives lead to better decisions, better products, and a stronger team.