Customer Success Specialist

What we're looking for

The Customer Success team at Smartex takes care of our clients from the moment the sale closes. It's the voice of the customer inside the company, making sure factories get real value from our technology, and making sure what they tell us shapes what we build next.

Smartex is looking for a Customer Success Specialist based in Porto to own the entire post-sales relationship with new and existing customers. You'll manage a portfolio of accounts through the full customer journey: onboarding, engagement, monitoring and improvement, and upselling - through calls, emails, webinars, and in-person visits. You'll be the friendly face of our business to our customers, guiding them to the right team when problems come up and helping them succeed with Smartex.ai technologies.

Responsibilities

Onboarding

Own the onboarding of new customers, from first post-sales contact to productive day-to-day use of Smartex.ai technologies. Run onboarding sessions and webinars, and deliver in-person training at customer sites where needed. Set clear expectations on timelines, responsibilities, and what success looks like for each new account.

Engagement & Relationship Management

Manage a portfolio of existing customers across several countries, maintaining regular contact through calls, emails, webinars, and in-person visits. Build strong, trusted relationships with day-to-day users and decision-makers alike. Act as the customer's advocate internally, routing issues to the right team and following them through to resolution.

Monitoring & Improvement

Monitor customer usage, adoption, and outcomes, and act early when an account is drifting. Identify recurring friction points and feed them back to Product, Engineering, and Operations. Drive continuous improvement in how customers use the technology, so value grows over the life of the account.

Upselling & Account Growth

Identify expansion opportunities within the existing portfolio and work with commercial teams to convert them. Support renewals and long-term retention across the customer base.

Cross-Functional Coordination

Coordinate with Operations, Sales, Product, Engineering, and Marketing to resolve customer issues and close gaps in the customer experience. Maintain accurate account records and activity history in Customer Relationship Management (CRM) and internal documentation tools.

Skills & Experience

• +4 years of relevant work experience dealing with customers.
• Background in textile manufacturing, industrial inspection, or adjacent industrial sectors.
• Excellent communication and interpersonal skills.
• Fluency in English (verbal and written) — mandatory.
• History working in a Business-to-Consumer (B2C) or Business-to-Business (B2B) Software-as-a-Service (SaaS) customer success role.
• Proven problem-solver with experience working across cross-functional teams (operations, sales, product, engineering, marketing).
• Self-driven with a proactive nature.
• Well organised and able to multitask across a portfolio of accounts.
• Demonstrated leadership qualities.

Nice to Have

• BS/MS degree in Management, Marketing, Communication, or similar.
• Literacy in productivity tools (Google Docs, CRM, Notion, and similar) and the ability to quickly adapt to new tools.
• Literacy in AI tools like Claude.
• Additional languages beyond English, given the multi-country portfolio.

Our Perks

• Career Progression: Opportunities for growth and advancement in your career.
• Employee Stock Options: Gain company shares and benefit from its success.
• Diverse and Talented Team: Work with an inspiring, multicultural, and talented team.
• Fast-Paced Environment: Thrive in a dynamic and fast-paced work environment within a rapidly expanding company.
• Impact on the World: Contribute to making a significant impact and shaping the future of the industry.
• Hybrid Work: Work closely with our Portugal-based team.
• Competitive Compensation: Depending on experience and seniority.

Contact

Rita Santos Director of People