Role Description As our organization continues to scale and evolve, we need strong operational excellence to ensure our teams deliver maximum value efficiently. We’re looking for a smart, independent operator who can combine strategy, analytics, and Technical Project Management execution to help build the next generation of global, AI-first Customer Success. What makes this role exciting? - Help replace fragmented local practices with scalable global ways of working, while still adapting to local market realities. - This is a role for someone who enjoys solving ambiguous problems, bringing structure to complexity, and making things happen across multiple stakeholders. - You will have real ownership, high visibility, and the opportunity to help build an AI-enabled Customer Success function from the ground up. In this role, you are contributing by… - Supporting the design and creation of the global Customer Success function of the future, relating to: - Insights (customer journey customisation, research projects, experimentation) - Productivity (product automations, operations effort optimisation and capacity utilisation) - Best practices (cross-market sharing, external expertise/benchmarks) - Help define, test, and roll out AI-first Customer Success use cases. - Prioritize use cases according to impact. - Ensure they are practical, measurable, and adopted by teams. - Forward thinking in terms of scalability and customer journey. - Independently leading data analytics and modelling with a special focus on Retention and Growth. - Data queries and solid understanding of data management topics (Superset, Tableau, SQL). - Machine learning application (prediction models, clustering, decision trees etc.). - Business/financial modelling (business analysis, forecasting, budget simulations). - Supporting the execution of key strategic projects/initiatives in the markets, working hand in hand with local teams in our DP countries. - Scale results/experiments from one market into global projects. - Liaise with in-market stakeholders to align on project direction and status. - Act as a TPM for selected initiatives, coordinating stakeholders, timelines, risks, and follow-up. Qualifications - 3–5 years of experience in strategy, operations, analytics, project management, or a related role. - Ideally, a Data Science, Statistics, Math/Physics, CS, Finance or similarly quantitatively oriented educational background. - Technical expertise in working with large data sets: - Knowledge of Superset/Tableau/reporting tools - ability to edit/create dashboards. - Knowledge of SQL, DBT and experience in working with databases - e.g. from prior BI experience. - Desirable but not mandatory - knowledge and passion for data science (Python modelling experience; knowledge of the key data science algorithms: clustering, regression, decision trees, x-gradient boost, etc.). - Desirable proven experience in designing and implementing advanced analytics (data preparation, feature engineering, sample management, model validation and productization). - Prior experience in business analysis and modelling will be a plus (financial models, forecasting, business performance measurement etc.). - Interest in and practical ability to apply AI in Customer Success operations. - Proven experience working with multicultural teams, demonstrated communication skills and ability to navigate within a complex organisation. - Demonstrated experience in collaborating with both data engineering and product/operational teams - experience on operating and improving “live” processes. - Able to package insights and communicate with stakeholders/lead working sessions with teams. - Fluent in English (any other languages specially Spanish, Portuguese & Polish - are a plus!). - This role is remote first and can be ideally based in Spain. On a second note, Poland, Mexico or Brazil. Requirements - Strong operational excellence. - Ability to combine strategy, analytics, and Technical Project Management execution. - Experience in solving ambiguous problems and bringing structure to complexity. - Ownership and high visibility in projects. Benefits - Healthcare insurance – so you can focus on what matters. - Wellness that works for you – from gym memberships to mental health support, we’ve got you covered. - Time off that counts – whether it’s a vacation, your birthday, or just a day to recharge, we believe in balance. - Local benefits like meal vouchers (ticket restaurant), transport allowances, or extended parental leave depending on your location. - Career growth opportunities through learning, development, and cross-functional projects. - Work with a diverse and inclusive global team. - Remote work and flexible hours.