Senior Customer Success Manager (Hospitality)

TL;DR

Senior Customer Success Manager (SaaS/Hospitality): Managing the onboarding and implementation of strategic high-value accounts across the EMEA region with an accent on minimizing time-to-value and aligning product capabilities with client goals. Focus on designing scalable onboarding workflows, mentoring the regional CSM team, and driving account expansion and retention.

Location: Remote (Preferably based in Barcelona, Spain; regional travel required)

Salary: €93,000 – €101,000

Company

hirify.global provides modern hospitality software powered by a specialized AI platform to transform hotel operations.

What you will do

• Lead the strategic onboarding and implementation of high-impact EMEA accounts to ensure rapid time-to-value.
• Collaborate with Product and Engineering teams to navigate technical workflows for complex enterprise implementations.
• Mentor and coach other members of the EMEA customer success team to elevate regional performance.
• Develop and optimize scalable onboarding processes and specialized workflows for strategic accounts.
• Manage the full customer lifecycle, guiding accounts from pilot phases to full contract retention.
• Identify cross-sell opportunities and partner with Sales to expand revenue within a strategic book of business.

Requirements

• 5+ years of Customer Success experience in a SaaS environment managing enterprise or strategic accounts.
• Complete fluency in both Spanish and English (written and spoken) is mandatory.
• Proven ability to manage KPIs and translate complex metrics into data-driven commercial stories.
• Strong proficiency with Gainsight, Salesforce, and Claude for workflow automation and tracking.
• Exceptional project management skills to handle multiple complex implementation timelines simultaneously.
• Willingness to travel regionally for strategic alignments and business reviews.

Nice to have

• Prior experience in hospitality technology, hotel operations, or managing enterprise hotel accounts.

Culture & Benefits

• Canary Days: Monthly company-wide days off to ensure the team has time to recharge.
• Self Improvement Club: Monthly meetings and a dedicated budget for personal goal achievement.
• Professional Development: Budget provided for cross-functional professional development conversations.
• Travel Perks: Stipends to visit company offices in New York, San Francisco, or Dallas.
• Hospitality Credits: Credits for stays at hotels that utilize hirify.global.