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Customer Success & Engagement Manager (M/F/D)
We’re looking for someone communicative, customer-focused, and capable of turning challenges into improvements that elevate the retail and e-commerce experience.
Your Mission
Do you want to gain experience in an environment of technology, innovation, and challenges? We have the ideal opportunity for you! Join us and you will be the voice of the end customer, the link between teams, and the one who transforms problems into improvements – and improvements into stories to tell!
Customer Success
Logistics
Growth
Lisbon (Hybrid)
Full-time
Your Day-to-Day
- Lead the Customer Success team (focused on the end customer);
- Oversee the team responsible for managing critical orders, delays, and exceptional situations;
- Manage strategic customer accounts, ensuring clear and effective communication as well as continuous support;
- Analyze operational data to identify recurring issues and implement structured preventive actions;
- Continuously improve the end customer's experience throughout every stage of the order journey;
- Create and maintain periodic performance reports and an organized knowledge base, transforming operational insights into useful and reusable documentation;
- Define and optimize response and escalation processes, ensuring consistency in service delivery;
- Collaborate daily with cross-functional teams (IT, Product, and Operations) to align on internal needs;
- Identify platform issues based on operational or end-customer feedback and create well-structured tickets with clear descriptions, context, and business impact;
- Actively contribute to product improvements based on operational insights and real-world customer needs;
- Enhance the end-customer experience, reinforcing the value delivered to retailers.
Requirements
- Minimum of 3 years' experience in Customer Success, support teams, or customer relationship management (required);
- Previous experience with team coordination responsibilities (preferred);
- Strong analytical and process-oriented mindset, with confidence in data analysis and process design;
- Excellent communication skills, with the ability to engage clearly with both end customers and retailer teams;
- Proactive mindset with a strong customer-first approach;
- Excellent written English skills and a passion for creating high-quality content (reports and knowledge base documentation);
- Strong organizational skills, exceptional attention to detail, and the ability to create well-structured support tickets;
- Experience with Zendesk (plus).
Perks/Benefits
🍽️ Meal allowance card(x12 months)
🕰️ Remote work model and flexible schedule
💻 Computer to facilitate your work
💳 Competitive salary with fixed and variable income, allowing the individual to grow with the company
📚 Access to technical training platforms in different areas to support your professional development
🌿Wellbeing Program -We promote activities that take care of everyone’s health. Our program includes different activities and partnerships and benefits dedicated to promoting the well-being of our people (physical, mental, social and financial)
🚀 Scaleup environmentoffering you a dynamic and collaborative culture where innovation and entrepreneurship are encouraged
🎉Celebration Culture that value and celebrate achievements and special moments. At Lyzer, every win is a shared win!
🎁Birthday off and Additional Leave
👨👩👧👦Family& Flexibility - we support work-life balance with flexible hours and carefor your personal time
🏥 Other fringe benefits such as health insurance, gym or school-vouchers.
Apply now!
We are waiting for you!
Don't miss a chance to become a Lyzer!