Customer Success Manager

About Qatium

Qatium is a SaaS solution that addresses a critical challenge: up to 50% of clean water is lost before it reaches the consumer’s tap. Our mission is to create tools that make water infrastructure management smarter and more efficient.

Qatium is revolutionizing the way utilities manage water. 🌍💧 Our intuitive platform empowers water companies of all sizes to optimize their networks and take full control of their systems in a seamless, digital, innovative environment.

We’re not just building software; we’re shaping the future of sustainable water management. Be part of our journey as we design innovative solutions that bring real impact to a vital resource. Let’s make every drop count. 💧🚀

Want to know more? 👉: //www.youtube.com/embed/nDGNF1FRgW4

The Role

We are looking for a talented, results-driven Customer Success Manager to join our team and play a key role in driving growth and success.

As a Customer Success Manager, you will be the trusted advisor to our customers, ensuring they maximize the value of Qatium’s digital water intelligence tools. You will act as their advocate within Qatium, helping to drive adoption, deliver measurable impact, and build long-term partnerships.

If you thrive in a fast-paced, dynamic environment and are passionate about helping customers succeed, we would love to hear from you! Join us and make a difference! 💧🚀👥

Key Responsibilities

Customer Engagement & Onboarding

• Guide new customers through a seamless onboarding process, ensuring they are set up for success with the Qatium platform.
• Conduct product training sessions tailored to customer-specific needs.

Relationship Management

• Build and nurture strong relationships with key customer stakeholders to ensure satisfaction and long-term retention.
• Act as the primary point of contact for assigned accounts, resolving issues and escalating as necessary.

Adoption & Value Realization

• Proactively monitor customer usage and engagement metrics to identify areas for improvement.
• Partner with customers to define success criteria and align the Qatium platform with their business goals.
• Provide best practices and recommendations to help customers maximize the value of the platform.

Partnership Development

• Act as a strategic advisor to customers, identifying opportunities to expand collaboration and deepen relationships.
• Collaborate with customers to develop long-term strategies for success with the Qatium platform.
• Facilitate open communication and regular check-ins to ensure alignment with customer needs and business objectives.

Advocacy & Growth

• Advocate for customer needs internally, collaborating with product, sales, and support teams to enhance the customer experience.
• Identify and act on upsell or cross-sell opportunities, collaborating with the sales team to drive account growth.

Feedback & Reporting

• Gather customer feedback to share with the product team to drive platform improvements.
• Regularly provide updates on account health and key metrics to internal stakeholders.

Customer Support Coverage

• Provide backup support for the Customer Support Representative as needed.
• Assist with resolving customer inquiries and ensuring timely responses to support requests.

Background

Experience:

• 4+ years in a customer success, account management, or related role, preferably in SaaS.
• Proven track record of managing and growing customer accounts
• Familiarity with B2B, public sector or utility sector is a plus.

Skills:

• Strong communication and interpersonal skills with the ability to build trusted relationships.
• Exceptional communication skills in English, both written and verbal Spanish proficiency is a plus.
• Knowledge of the water industry, standards or technologies is a plus.
• Proficiency with CRM or customer success tools (e.g., HubSpot, Salesforce, Gainsight, or similar platforms).

Mindset:

• Analytical and growth mindset with the ability to interpret data and derive actionable insights.
• Problem-solving abilities, creative thinking and quick on your feet with a customer-first mindset.

Education:

• Bachelor’s degree in business, engineering, or a related field (or equivalent experience), preferred but not required

Other Requirements

Tech-Savviness:

• Comfortable talking about technical terms such as APIs or SDKs.
• Knowledge of GIS and Hydraulic modeling is a plus.
• SQL and scripting is a plus

Cultural Fit:

• Collaborative, open to feedback, and eager to contribute to a positive and inclusive work environment
• Proactive and familiar startup environment
• Eager to learn, curious

Passion for Sustainability:

• A genuine interest in environmental issues and a desire to contribute to the global water challenge
• Experience working with mid-market and enterprise-level customers
• Multilingual capabilities are a plus

Compensation and Perks

• ✅ Purpose-Driven Mission: Join a company that’s tackling the global water industry crisis head-on.
• ✅ Full Remote-First Work: Enjoy the freedom and flexibility to work from anywhere.
• ✅ Professional Growth: Step into a dynamic role with opportunities to lead, innovate, and grow.
• ✅ Collaboration: Work closely with a talented, cross-functional team to solve meaningful challenges.
• ✅ Competitive Perks: Attractive training budget to exclusive discounts and language learning platforms, we invest in our team.
• ✅ You will be able to enjoy the holidays in your place of residence.
• ✅ Team Building Activities: Enjoy the best activities to connect with your teammates and strengthen bonds in a collaborative and enriching environment.
• ✅ Competitive salary: including a variable component based on quantitative results.
• ✅ Commitment to Diversity: We believe diversity enhances creativity, innovation, and decision-making. At Qatium, we actively foster an inclusive workplace that values diverse perspectives.

Join the team revolutionizing the water industry! 💧🌍