European Client Success Manager (based in Lisbon) Lisboa

Job Overview

Enshored is seeking a Client Success Manager (CSM) to support industry disruptive E-commerce, Travel
Tech, Fintech, Saa
S Marketplace, Social Media platforms, and Health
Tech companies. Positioned as a liaison between the Clients and Enshored, the CSM will support Clients by understanding and fulfilling the full potential of our partnership. Through collaboration with
- paced internal workgroups, optimizing
- support initiatives, encouraging organic growth, establishing process excellence, and enhancing client satisfaction, the CSM delivers outstanding service and development for both the Client and Enshored.

The CSM position sits within Enshored’s Growth team, which includes Sales, Marketing, and Client Success. Together, the team is responsible for driving both new business and organic growth. The Client Success team is led by the Director of Client Success, with overall direction and oversight from the Chief Growth Officer.

Key Responsibilities

• Take ownership of the Client’s success criteria and lead the
  - out of a clear Scope of Work. As the Client’s needs continuously evolve, you refine the Client’s key performance indicators (KPIs), success criteria, and overall scope.
• Drive organic growth by identifying upsell and
  - sell opportunities and then see these all the way through to a signed contract.
• Manage new and existing partnerships in Europe at various points along the Client journey, including overseeing the successful onboarding of new clients. Ensure that all target metrics and
  - level agreements (SLAs) are achieved and all Clients are overly satisfied with the team’s performance through weekly/monthly/quarterly business reviews.
• Collaborate with all levels of the organization across our Operation hubs located in Manila, Philippines, and Lisbon, Portugal. Respond to Client escalations, develop best practices, and connect Clients with
  - functional workgroups to further our existing Client Success Department and Enshored’s evolution as a BPO leader.
• Maintain deep knowledge of our Clients’ short and
  - term goals to drive scaling initiatives and ensure Client stakeholders realize the full value of Enshored for current and future lines of business.
• Identify and mitigate risk while providing actionable feedback internally and externally that promotes improvement and innovation.
• Strategize, develop, and implement Client Success initiatives to gather feedback and enhance value across all Enshored Clients.
• Serve as a Brand Champion for
  - facing resources.
• Draft and review agreements and contracts for your portfolio of clients.
• Assist Finance with billing verification and support.
• Participate in new hire recruitment, training, and continuing education as needed.
• Travel to client sites, industry events, Enshored’s global offices, and professional development engagements as needed.

Required Qualifications

• Education: Bachelors or equivalent experience
• Experience: three to five years of client management/account management/client implementation experience in a
  - paced or startup environment.
• Skills: G-Suite and Microsoft applications to create professional proposals, reports, and presentations. Background in using CRM tools and project management applications to meet deadlines and stay highly organized. Highly skilled in visual, verbal, and written communication.
• Languages: English

Core Competencies

• Quality: Ability to consistently produce accurate, thorough, and
  - standard work that meets or exceeds expectations. Encompasses attention to detail, consistency, efficiency, and commitment to excellence in delivering results.
• Operational Excellence: Improves processes, maximizes efficiency, and minimizes waste while driving results. Reflects discipline, strategic thinking, and continuous improvement.
• People: Communicates effectively, builds strong relationships, and fosters inclusive environments. Demonstrates emotional intelligence, leadership, and collaboration.
• Growth/Winning in the Market: Drives business growth and customer value. Demonstrates market awareness, innovation, strategic thinking, and resilience.
• Leadership: Ability to lead, motivate, and inspire others across different cultures.

Working Conditions

• Work Hours: M-F, 9 am - 6 pm (subject to Client and
  - departmental need)
• Travel Requirements: Frequent travel based on client and business needs, so flexibility is required
• Remote/Hybrid Work: Hybrid

Compensation and Benefits

• Salary: Competitive salary commensurate with experience
• Bonus/Incentives: Discretionary bonus based on individual and company performance
• Health Benefits: Paid by the Company after the trial period
• Transportation Allowance
• Meal Allowance paid on a card
• Other Perks:
• Health & Wellness Program
• Flexible PTO
• Mobile phone
• Ongoing professional development
• Company-sponsored events &
  - building experiences

Company Overview

Enshored is an
- winning business process outsourcing (BPO) provider helping
- stage companies scale smarter. Headquartered in Signal Hill, CA, Enshored delivers 24/7 multilingual global support through elite teams across three continents — powering customer support, content moderation,
- office operations, AI training, and more. Known for its Global Operational Excellence Model, Enshored enables rapid team scaling,
- performance standards, and seamless communication. Clients benefit from flexible,
- effective solutions backed by a decade of growth and five straight years on the Inc. 5000 “Fastest Growing U. S. Companies” list. Simply put, Enshored builds what it delivers: sustainable scalability. Learn more at www.enshored.com.

Equal Opportunity Employment

Enshored is an equal opportunity employer and values diversity in its workforce. All employment decisions are based on qualifications, merit, and business need, regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or veteran status.