Customer Success Manager – Spanish Speaking

Role Overview

The role involves owning net revenue retention across a portfolio of hotel group accounts, identifying and advancing cross-sell and upsell opportunities, and building and executing strategic QBRs and account success plans. The role requires autonomy and a high degree of ownership and accountability, with a focus on delivering consistent high performance and driving customer growth outcomes.

What You Will Do

The responsibilities include owning NRR across a ~60-account portfolio, proactively identifying and advancing cross-sell and upsell opportunities, building and executing strategic QBRs and account success plans, and monitoring account health and risk signals through Hook AI.

Why It Might Be a Fit

The ideal candidate will have 3-5 years of experience in Customer Success, Account Management, or a similar customer-facing role, with a proven track record of driving retention, expansion, and customer growth outcomes. They will be fluent in Spanish and English, and have experience using Salesforce, Gainsight, or similar CRM and Customer Success platforms.

Requirements

• 3-5 years of experience in Customer Success, Account Management or a similar customer-facing role within a B2B SaaS environment
• Proven track record of driving retention, expansion and customer growth outcomes
• Experience running QBRs, account planning and executive-level customer conversations
• Strong commercial mindset with the ability to identify, qualify and progress cross-sell and upsell opportunities
• Comfortable managing complex stakeholder environments across property, regional and executive levels
• Fluent Spanish and English
• Experience using Salesforce, Gainsight or similar CRM and Customer Success platforms
• Practical use of AI tools and automation to improve customer engagement, productivity or account management
• Ability to thrive in fast-moving, evolving environments with a high degree of ownership and accountability

Benefits

• Unlimited paid holiday
• Participation in our company share program
• Paid parental leave
• An annual Learning budget of €300 (and more for high performers) to support your development
• Monthly ‘EDGE’ time to Explore, Develop, Grow, and Elevate yourself
• A work from anywhere policy with flexibility to work abroad for a few weeks each year
• Relocation options, available after one year
• Flexible, hybrid working options
• A home office setup budget to make your workspace your own and a monthly work-from-home allowance
• Claude tokens, so you can automate workflows and build smarter, more efficient ways of working

Tagged as: Gainsight, Salesforce