Customer Success Specialist

About Emotion Mobility

Emotion Mobility is a PSG-backed global SaaS leader in fleet and mobility management, powering rental, leasing, subscription, and chauffeur operations for hundreds of enterprise clients across 600,000+ vehicles worldwide. Our platforms - Rentway and Carpro - are trusted by leading mobility brands such as Volkswagen, Ford, Europcar, and Hertz, helping them optimize operations and scale with confidence.

We operate in a high-growth phase with a target of €50M ARR by 2030, strong Net Revenue Retention, and double-digit EBITDA margins. With offices in Lisbon, Pune, Dubai and Amsterdam and a presence in 90+ countries, we combine global scale with local execution.

As a product-led company, we move fast, ship continuously, and focus relentlessly on solving real customer problems - replacing legacy tools with modern, high-performance software built for the mobility industry.

Your Mission

As a Customer Success Specialist, you will be responsible for ensuring a positive customer experience throughout the client journey after onboarding. Your main focus will be building strong relationships with customers, conducting regular follow-up meetings, understanding their needs, and driving customer satisfaction, adoption, and retention. This role is not commercially focused and does not include sales responsibilities. You will work closely with internal teams to ensure customers achieve their desired outcomes and maximize the value of our solutions. You'll report directly to our Onboarding Manager.

What You'll Do

• Drive customer adoption and long-term success through structured post-onboarding adoption meetings;
• Act as the primary point of contact for all post-onboarding engagement and support activities;
• Proactively monitor customer health, engagement, and product usage to identify risks and opportunities for improvement;
• Guide customers in achieving their business objectives and maximizing the value of our solutions;
• Collaborate cross-functionally with Product, Support, Onboarding, and other internal teams to ensure timely resolution of customer challenges;
• Gather, analyze, and communicate customer feedback to influence product enhancements and service improvements;
• Champion data hygiene by maintaining up-to-date customer health metrics and interactions logs in our CRM;
• Identify trends, best practices, and process improvements that enhance the overall customer experience;
• Foster customer satisfaction, retention, and advocacy by delivering a consistent, high-quality customer experience at every touchpoint.
• Contribute to the continuous improvement of customer success processes and best practices.

What We're Looking For

Mandatory

• At least 2 years of previous experience in Customer Success, Customer Support, or a related customer-facing role;
• Strong communication and relationship management skills;
• Customer-centric mindset with excellent problem-solving abilities;
• Experience conducting client meetings and managing follow-up activities;
• Ability to manage multiple customer accounts simultaneously;
• Strong organizational and time management skills;
• Fluency in English and Portuguese (written and spoken);
• Proficiency with CRM tools, such as Hubspot, and modern workspace tools.

Nice to Have

• Fluency in French (written and spoken).
• Experience in SaaS, technology, or digital services environments;
• Knowledge of customer journey mapping, customer health metrics, and retention strategies;

Why Join Us

• Competitive salary with a permanent full-time contract;
• Work–life balance that works for you, with Friday afternoons off to start your weekend early;
• Your birthday off - celebrate your day, your way;
• Flexible benefits designed around your wellbeing;
• Private healthcare for you and your children;
• Referral bonus program - bring great people, get rewarded;
• Two paid days per year for volunteering or charity work;
• Enjoy free coffee, fresh fruit & monthly team lunches;
• Join a global, fast-moving team full of energy and ambition, where you can grow in a culture that champions learning, development and continuous progress.

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