📍 Madrid | Full-time | Bilingual (🇬🇧 & 🇪🇸)
E-commerce is booming — but independent brands still struggle to match the seamless logistics of giants like Amazon. At Bigblue, we’re on a mission to change that.
We help brands by democratizing best-in-class operations: scaling faster while delivering a five-star customer experience.
Since 2018, we’ve built a tech-driven logistics platform powering 500+ brands — from fast-growing DTC players to global names like MUJI, Aigle, and Cabaïa. With 110+ employees across Paris, Madrid, and London, our proprietary WMS (Warehouse Management System) Atlas, and a network of 7 warehouses across Europe, we’re solving logistics challenges that others haven’t dared to tackle — making fulfillment faster, smarter, and greener.
Backed by $20+M in funding and trusted by the next generation of e-commerce leaders, we’re scaling rapidly — from 10 million orders in 2024 toward ambitious enterprise expansion. The journey ahead is bold, and we’re looking for the right partner to help us lead the way.
About the role 🚀
This role is focused on Spain, one of Bigblue’s largest and most strategic markets, with a complex merchant base and high operational intensity.
The Head of Customers is the end-to-end owner of the merchant journey, from onboarding to retention and growth. This includes leadership of Account Management, Onboarding, and Customer Care teams, with full accountability for merchant satisfaction, retention, expansion, and profitability.
This is not a purely relationship or coordination role. Bigblue is an execution-driven company, and this position requires someone who is deeply involved in day-to-day customer reality, able to jump into merchant conversations, challenge teams, analyze data, and turn complexity into clear priorities and action.
What you’ll do
- 🚀 Own the end-to-end customer success strategy in Spain
- Take full ownership of the merchant lifecycle: onboarding, ramp-up, steady-state operations, retention, and growth.
- Act as the senior escalation point for merchants and strategic accounts.
- Ensure a consistent, high-quality merchant experience across all touchpoints.
- Balance merchant needs with operational and financial constraints, setting clear expectations internally and externally.
- Represent the voice of Spanish merchants within Bigblue.
- 🤝 Build strong, long-term partnerships with top-tier merchants
- Personally manage and sponsor relationships with key strategic merchants.
- Act as a trusted advisor, helping merchants navigate logistics, scale efficiently, and improve their e-commerce performance.
- Drive commercial discussions around expansion, scope changes, pricing challenges, and long-term collaboration.
- Anticipate risks (churn, dissatisfaction, margin erosion) and act early.
- 🧑🤝🧑 Lead and scale Customer teams
- Lead and develop Account Managers, Onboarding Managers, and Customer Care teams.
- Set clear roles, ownership, objectives, and success criteria across teams.
- Coach managers and individual contributors, with a strong focus on performance, accountability, and growth.
- Build a high-trust, high-performance culture with clear standards and expectations.
- Hire, onboard, and ramp new team members as the business scales.
- 📊 Drive performance, retention & profitability through data
- Own and track core CS KPIs: retention, churn, NPS, merchant profitability, onboarding success, ticket volumes, expansion, and upsell.
- Perform deep dives into merchant and portfolio performance to identify trends, risks, and opportunities.
- Translate data into clear priorities and actions, not just reporting.
- Partner closely with Finance and Operations to ensure healthy unit economics at merchant and portfolio level.
- 🔄 Structure, prioritize & professionalize Customer Success
- Define and improve CS processes across onboarding, account management, and care.
- Implement strong operating rhythms: portfolio reviews, QBRs, escalation tracking, performance reviews.
- Ensure teams focus on high-impact merchants and issues, not just reactive support.
- Create clarity in prioritization when trade-offs arise between growth, service quality, and operational constraints.
- 🤝 Drive cross-functional execution
- Work closely with Operations, Warehouses, Transport, Product, Tech, and Sales to resolve merchant issues and improve experience.
- Bring structured merchant feedback into Product and Ops roadmaps.
- Lead cross-functional initiatives to improve tools, processes, and merchant self-service.
- Own or sponsor CS-driven projects that improve scalability and experience across the merchant base.
Who you are
- Experience
- 8+ years of experience in Customer Success, Account Management, or similar roles, ideally in logistics, e-commerce, SaaS, or marketplaces.
- Proven experience managing and scaling teams.
- Strong exposure to complex B2B customers with operational dependencies.
- Experience in fast-growing, less structured environments.
- Skills & mindset
- Strong relationship-builder with excellent social, communication, and commercial skills.
- Highly analytical: comfortable working with data, KPIs, and financial metrics.
- Ownership mindset: accountable for outcomes, not just activities.
- Able to structure ambiguity and turn problems into executable plans.
- Comfortable challenging customers and internal teams when needed.
- Execution-oriented: focuses on impact, follow-through, and results.
- Language: Fluent in English and Spanish.
Why join Bigblue
- ✨ Impact: Be at the center of strategic decisions, working directly with the founders to shape Bigblue’s future.
- 💙 Founders-led company with an innovative, caring culture.
- 🚀 Fast-growing scale-up: Join a well-funded, early-stage company where your work will have immediate and visible results.
- 🌍 International environment: Work across Paris, Madrid, London, and our European warehouse network.
- 🍱 Food Allowance: food budget of €110 to spend at restaurants, or through services like Uber and Glovo.
- 🧘♀️ ClassPass membership for fitness & wellness.
- 🖥️ MacBook or any setup you need — your choice of equipment to do your best work.
- 🩺 100% health insurance coverage with Benefiz.
Ready to play a key role at the heart of Bigblue’s growth story?
👉 Apply now and help us build the future of e-commerce logistics.
Regardless of sex, gender identity, sexual orientation, race, color, religion, origin, disability, age… At Bigblue, we create equal opportunities for all and make our culture as inclusive as possible. Because we believe that challenging assumptions and embracing diversity in experiences and backgrounds is what makes us stronger.
Because what we value first and foremost are curiosity and growth-driven minds. So, regardless of who you are and how many “boxes” you tick on the job description,n if you have the energy and passion to help shape Bigblue’s entrepreneurial adventure, APPLY.
