Senior Customer Success Manager - Enterprise

TL;DR

Senior Customer Success Manager - Enterprise (SaaS/Hospitality): Drives success of large ARR book of business by working with senior stakeholders, building strategic account plans, and ensuring adoption, expansion, and renewals with an accent on value realization and customer health. Focus on tracking satisfaction, managing contracts, mitigating risks, and driving advocacy through cross-functional partnerships.

Location: Located in Spain or France. Flexible, hybrid working options.

Company

Hotel Tech unicorn valued at $2.5b, providing industry-leading cloud property management solutions to accelerate digital transformation for global hospitality brands.

What you will do

• Own customer management post-onboarding, with direct responsibility for adoption, expansion, and renewal.
• Build strong relationships with senior customer stakeholders to drive strategic initiatives across large accounts.
• Ensure mutual value realization through structured planning, success plans, and business reviews.
• Track customer health, satisfaction, and commercial opportunities to mitigate risks and identify growth.
• Manage contracting for renewals and expansions, collaborating with Sales, Deal Desk, and Revenue Operations.
• Assure end-to-end customer journey success via partnerships with cross-functional teams.
• Drive long-term advocacy by representing customer voice internally and securing references.

Requirements

• Located in Spain or France.
• Fluency in English and either Spanish or French; proficiency in Italian is a plus.
• Proven Customer Success Management experience for large SaaS accounts.
• In-depth understanding of large business structures, workflows, and personas.
• Strong C-level stakeholder management, communication, goal setting, and negotiation skills.
• Experience tracking and meeting adoption and revenue targets.
• Ability to problem-solve, prioritize, and innovate in a fast-moving scaleup environment.

Nice to have

• Hospitality tech experience, including PMS or hotel tech solutions.
• Project management for complex tech programs and change management.
• Strategic business analysis frameworks like Pestel, VRIO, or value stream mapping.
• Experience leading internal innovation programs.
• Optimizing workflows with agentic AI technologies.

Culture & Benefits

• Company share program participation.
• Best-in-class parental leave (6 months fully paid for primary, 2 months for secondary).
• Unlimited paid holiday and monthly EDGE time for personal development.
• Workation policy for working from other countries a few weeks per year.
• Relocation options available after 1 year, flexible hybrid working, home office setup budget.
• Monthly working-from-home and healthcare allowances, plus local tailored benefits.