Responsibilities

This is not a support role. You are a trusted commercial partner to your accounts and an internal advocate for their needs. You will lead executive relationships, drive structured expansion conversations, and work closely with Sales, RevOps, and Product to move the needle on SaaS attach and account health

Drive SaaS upsell and cross-sell across your portfolio — Shield, GuestyPay, and other products — with a structured pipeline and a consistent conversation cadence

Own expansion ARR targets and report weekly on pipeline, blockers, and close timelines

Run proactive QBRs and EBRs focused on business outcomes and commercial opportunities, not status updates

Maintain deep account knowledge — MRR, product adoption, health signals, renewal timing, stakeholder map

Identify risk early and own recovery plans; churn should never be a surprise

Ensure accounts are documented and operating within the agreed SLA and activity frameworks

Build and maintain multi-threaded executive relationships — not just the day-to-day contact

Position yourself as a trusted advisor: your customers should see you as someone who understands their business and advocates for their success

Manage escalations with calm and precision; know when to involve leadership and how to frame it

Partner with Sales on renewal and expansion plays; maintain clean handoffs and shared account intelligence

Work with RevOps on CRM hygiene, tier tagging,



and activity reporting

Bring voice‑of‑customer insight into Product and leadership conversations — with data, not anecdote

Qualifications

Collaborative by default — builds internal relationships as deliberately as external ones

Must be based in Madrid, Barcelona, Valencia, or the UK

Data‑driven: uses CRM and product data to drive conversations, not just gut feel

Structured communicator — written and verbal. Able to distil complexity into a clear recommendation or ask

5+ years in enterprise Customer Success, Account Management, or a commercial AM role in a SaaS environment

Strong commercial acumen: comfortable in conversations about ROI, unit economics, and business impact

Demonstrable track record of owning and closing upsell and expansion revenue — not just supporting it

Churn instinct: reads account health signals early and acts before the red flag is visible to everyone

Experience managing complex, multi‑stakeholder accounts at senior level (Director / VP / C‑suite)

Experience operating in a high‑growth, scaling environment where process is still being built

Exposure to payments or fintech products as part of a broader SaaS portfolio

Familiarity with Salesforce, Zuora, or similar CRM and billing systems

Experience in property management, travel‑tech, hospitality SaaS, or a platform with complex integrations

📌 Enterprise Customer Success Manager (Madrid)
🏢 Guesty
📍 Madrid