Customer Success Manager
Company: Brightwater Analytics
Team: Customer Success
Reports to: Head of Customer Success
Type of employment: Type of employment
Location: Lisbon, Portugal, with two office days a week; remote work from Portugal is possible
Pay: EUR 42,000 to EUR 52,000 a year, before tax
Planned start: 1 March 2027
About Brightwater Analytics
Brightwater Analytics helps retailers understand their sales. We are a team of 40 people in three countries, and we work with clients in 12 markets.
A customer success team of 6 people, working with the sales and product teams
We want the people who join us to do well, and we want to hire the person who can best do this job, whatever their background. This description says what the job is, what we will ask of the person who does it, and what they can expect from us in return.
Purpose of the role
You will be the main contact for around 30 client accounts, make sure they get value from our product, and help them renew and grow.
The person in this role is expected to work with others in the company and to use their own judgement. They will be given clear goals, and they will be trusted to decide how to reach them.
The role matters because the people who depend on this work, whether they are customers, colleagues or partners, need it to be done well and on time. When the role is done well, the rest of the team can work with more confidence, and the company can plan with more certainty.
Key responsibilities
The main duties of the role are listed below, with the most important first. Other duties of a similar level may be added from time to time, and the list will be reviewed with the person in the job at least once a year.
Some of these duties will take more time than others, and the balance may change through the year. We will say so when it does, and we will make sure the workload stays reasonable.
Run onboarding for new clients
Hold a review with each client every quarter
Spot problems early and work with the product team to fix them
Keep the client records up to date
How success is measured
In the first months we will agree on goals for the role together. After that, we will look at the results with the person in the job at regular meetings, and we will talk about what is going well and what needs support. Success in this role is judged on results and on how they are achieved.
We look at how the person works with others, how they handle difficulty and whether they learn from mistakes, as well as at the numbers.
Renewal rate of client accounts
Client satisfaction score
Time to answer client requests
Number of clients that grow their use of the product
Skills and experience
Required. To do this job well from the start, you need:
3 or more years in a client-facing role
Clear writing and speaking in English and Portuguese
Comfortable with spreadsheets and a CRM
A degree in business or a related subject, or equal experience
Preferred. The following will help, but they are not required, and we encourage you to apply if you have most of what is in the first list but not all of what is in the second:
Experience with analytics software
A third language
Working conditions
Type of employment: Type of employment
Place of work: Lisbon, Portugal, with two office days a week; remote work from Portugal is possible
Hours: 40 hours a week, Monday to Friday, with flexible start times between 8:00 and 10:00
Travel: Occasional travel to client sites, about 4 trips a year, up to 3 days each
Any change in these conditions will be discussed with the person in the job. The final terms of employment will be in the written contract, which follows the law of the country where the job is based.
We start with a period in which both sides can see whether the job suits them, where the law and the contract provide for one, and we agree on a plan for the first weeks so that the new colleague knows what is expected and who to ask for help.
Pay and benefits
Pay: EUR 42,000 to EUR 52,000 a year, before tax
We pay according to the skills and experience that the person brings to the job, and we pay the same for the same work.
Pay is reviewed at least once a year, and it is explained to the person in the job so that they understand how it is decided.
What we offer:
25 days of paid holiday
A learning budget of EUR 1,000 a year
Health insurance
Paid training each year, a mentor in the first six months, and a path to senior or team lead roles
Equal opportunity
Brightwater Analytics welcomes applications from everyone who can do the job, whatever their background. We decide on the basis of skills, experience and potential, and we do not treat anyone less favourably because of their sex, age, race, colour, nationality, religion or belief, disability, sexual orientation, family situation, health or any other characteristic that the law where the job is based protects. If you need any adjustment to apply or to work here, tell us and we will do what we reasonably can.
How to apply
Send your CV and a short note about why you want the job to jobs@brightwater.example
Closing date: 15 January 2027
A 30 minute call, a 60 minute interview with the team, a short practical task, and a final conversation with the Head of Customer Success
Questions about the role can be sent to Ana Ferreira, Talent Partner, at talent@brightwater.example
We read every application and we try to reply to everyone. Please tell us in your application why this job interests you and which parts of your experience fit it best. We keep your details only for this recruitment, and we will not share them without telling you.