Customer Success Manager

100% Remote | European Time Zone

Location: Spain, Italy, United Kingdom, Netherlands, Romania, Bulgaria, or Poland

Contract: Full-time, Permanent

About Covantis

Covantis is an industry-led post-trade execution platform transforming the agricultural commodities market. By connecting market participants on a single platform and digitizing trade execution processes, Covantis improves efficiency, reduces operational risk, and streamlines the post-trade lifecycle.

Founded in 2018, Covantis works with some of the world's largest agricultural trading companies to accelerate industry-wide digitalization. Today, we are a team of 60+ professionals united by a culture of continuous learning, excellence, and innovation.

The Opportunity

We are looking for a Customer Success Manager (CSM) to join our growing team and support our SaaS customers across global agricultural commodity markets.

In this role, you will play a key part in ensuring successful customer onboarding, implementation, adoption, and long-term satisfaction. You will work closely with customers throughout their journey with Covantis, helping them maximize platform value, achieve their business objectives, and build strong relationships with our team.

As Covantis continues to expand into new geographies and introduce new platform capabilities, you will drive adoption initiatives, manage implementation projects, and guide users through change. You will also serve as the voice of the customer internally, providing valuable insights on customer needs, adoption trends, and market feedback.

This is an exciting opportunity for someone who enjoys working at the intersection of customer engagement, digital transformation, and business consulting in a dynamic international environment.

Customer Onboarding & Adoption

• Lead customer onboarding activities following contract signature, including training, testing, and hypercare support.
• Ensure successful implementation and adoption of Covantis solutions across customer organizations.
• Build trusted relationships with key users, operational teams, and managers.
• Gather customer feedback, identify challenges, and proactively remove adoption barriers.
• Educate customers on new platform capabilities, enhancements, and best practices.

Customer Engagement & Education

• Become a subject matter expert on the Covantis platform and agricultural trade execution processes.
• Deliver product demonstrations, workshops, training sessions, and technical presentations.
• Develop and maintain knowledge base articles, tutorials, and user documentation.
• Ensure customers remain informed about current and upcoming platform capabilities.
• Support the development and growth of user communities across the Covantis ecosystem.

Cross-Functional Collaboration

• Collaborate closely with Client Managers, Product Managers, and Technical teams to address customer needs and drive successful outcomes.
• Act as a product and process expert for the Customer Support team.
• Provide transparency across the organization through customer insights, adoption metrics, and market feedback.
• Develop reports, presentations, and analyses to support data-driven decision-making.

Customer Growth & Retention

• Identify opportunities to expand platform usage across additional business units, legal entities, commodities, markets, or user groups.
• Conduct presentations and product demonstrations to support upsell opportunities.
• Address customer questions and product objections with confidence and professionalism.
• Measure customer satisfaction and adoption to reduce churn and improve retention.

Digital Adoption & Business Consulting

• Help customers assess and optimize their business processes through effective use of Covantis capabilities.
• Map customer workflows and identify opportunities for digital transformation.
• Manage and drive adoption and consulting projects across the customer base.
• Monitor industry trends, customer needs, and market developments to support feature adoption strategies.
• Partner with customer stakeholders and management teams to maximize platform value and business impact.

Customer Success Data reporting  (preferred)

• Own the collection, validation, and maintenance of Customer Success performance data to ensure accuracy and consistency.
• Develop and maintain dashboards, reports, and KPIs to track customer health, adoption, retention, renewals, and overall success metrics.
• Provide regular reporting to leadership on key Customer Success metrics,
• Collaborate with internal teams to align on requirements and solutions
• Support the commercial team in identifying at-risk accounts through data-driven insights.
• Drive continuous improvement of reporting frameworks, analytics capabilities, and data governance within the Customer Success function.

Experience required

• 3+ years of experience in Customer Success, Digital Adoption, Customer Service, Professional services, Account Management, Consulting, or a related customer-facing role within commodities trading or adjacent industries.
• Experience creating and managing customer training materials, knowledge bases, and user documentation.

On-the-Job Skills

• Strong understanding of customer success, onboarding, implementation, and product rollout processes.
• Excellent analytical and problem-solving skills with the ability to translate customer needs into operational and platform requirements.
• Ability to build strong relationships with stakeholders across multinational organizations.
• Self-motivated, proactive, and comfortable working independently in a remote environment.
• Strong organizational skills with the ability to manage multiple priorities and projects simultaneously.
• Adaptability and willingness to continuously learn as products and customer needs evolve.
• Customer-focused mindset with a commitment to delivering exceptional service and managing expectations effectively.
• Ability to deliver engaging product demonstrations, workshops, and training sessions.
• Confidence in handling customer questions and addressing objections.
• Knowledge of data-driven businesses, agricultural commodities markets, and trade execution processes is a strong advantage.
• Experience in Customer Success Data Reporting is preffered

Soft Skills

• Fluent English is required.
• Spanish and/or Portuguese language skills are a plus.
• Strong proficiency with Microsoft Word, PowerPoint, and Excel.
• Excellent interpersonal, influencing, and stakeholder management skills.
• Outstanding written and verbal communication skills.
• Ability to work effectively with people from diverse cultures, backgrounds, and geographies.

Education

• Bachelor's or Master's degree in Business Management, Management Information Systems, Agricultural Sciences, Commodities Trading, or a related field.