Enterprise Customer Success Manager (SaaS)

TL;DR

Enterprise Customer Success Manager (SaaS): Managing and growing a portfolio of complex enterprise and strategic hospitality accounts with an accent on SaaS adoption, expansion revenue, and gross retention. Focus on building executive relationships, identifying churn risks, leading commercial reviews, and coordinating Sales, RevOps, and Product around measurable customer outcomes.

Location: Must be based in Madrid, Valencia, Barcelona, or the UK. Barcelona-based candidates must work from the office twice a week; Madrid, Valencia, and UK locations are fully remote.

Company

Fast-growing hospitality technology startup providing an all-in-one SaaS platform that helps property managers automate, optimize, and scale their operations.

What you will do

• Drive SaaS upsell and cross-sell opportunities across enterprise and strategic accounts.
• Own expansion ARR targets, pipeline visibility, and close timelines.
• Lead proactive QBRs and EBRs focused on business outcomes and commercial growth.
• Monitor MRR, product adoption, account health, renewal timing, and stakeholder coverage.
• Build multi-threaded executive relationships, manage escalations, and develop recovery plans.
• Collaborate with Sales, RevOps, Product, and leadership using structured account intelligence and customer insights.

Requirements

• 5+ years of experience in enterprise Customer Success, Account Management, or commercial account management within SaaS.
• Strong experience in Property Management, TravelTech, or Hospitality SaaS is required.
• Proven ability to own and close upsell and expansion revenue.
• Experience managing complex, multi-stakeholder accounts involving Directors, VPs, and C-suite stakeholders.
• Strong commercial acumen, including ROI, unit economics, and business impact discussions.
• Must be based in Madrid, Valencia, Barcelona, or the UK; Barcelona requires office attendance twice weekly.

Nice to have

• Familiarity with Salesforce, Zuora, or similar CRM and billing systems.
• Exposure to payments or fintech products within a SaaS portfolio.
• Experience in a high-growth environment where processes are still being built.

Culture & Benefits

• Work in a global, impact-driven hospitality technology environment.
• Collaborate with more than 900 colleagues across 16 countries.
• Remote work is available in Madrid, Valencia, and the UK; Barcelona follows a hybrid schedule.
• Equal employment opportunities are provided to all employees and applicants.