ph3Responsibilities /h3 ul liThis 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 /li liDrive SaaS upsell and cross-sell across your portfolio — Shield, GuestyPay, and other products — with a structured pipeline and a consistent conversation cadence /li liOwn expansion ARR targets and report weekly on pipeline, blockers, and close timelines /li liRun proactive QBRs and EBRs focused on business outcomes and commercial opportunities, not status updates /li liMaintain deep account knowledge — MRR, product adoption, health signals, renewal timing, stakeholder map /li liIdentify risk early and own recovery plans; churn should never be a surprise /li liEnsure accounts are documented and operating within the agreed SLA and activity frameworks /li liBuild and maintain multi-threaded executive relationships — not just the day-to-day contact /li liPosition yourself as a trusted advisor: your customers should see you as someone who understands their business and advocates for their success /li liManage escalations with calm and precision; know when to involve leadership and how to frame it /li liPartner with Sales on renewal and expansion plays; maintain clean handoffs and shared account intelligence /li liWork with RevOps on CRM hygiene, tier tagging,



and activity reporting /li liBring voice‑of‑customer insight into Product and leadership conversations — with data, not anecdote /li /ul h3Qualifications /h3 ul liCollaborative by default — builds internal relationships as deliberately as external ones /li liMust be based in Madrid, Barcelona, Valencia, or the UK /li liData‑driven: uses CRM and product data to drive conversations, not just gut feel /li liStructured communicator — written and verbal. Able to distil complexity into a clear recommendation or ask /li li5+ years in enterprise Customer Success, Account Management, or a commercial AM role in a SaaS environment /li liStrong commercial acumen: comfortable in conversations about ROI, unit economics, and business impact /li liDemonstrable track record of owning and closing upsell and expansion revenue — not just supporting it /li liChurn instinct: reads account health signals early and acts before the red flag is visible to everyone /li liExperience managing complex, multi‑stakeholder accounts at senior level (Director / VP / C‑suite) /li liExperience operating in a high‑growth, scaling environment where process is still being built /li liExposure to payments or fintech products as part of a broader SaaS portfolio /li liFamiliarity with Salesforce, Zuora, or similar CRM and billing systems /li liExperience in property management, travel‑tech, hospitality SaaS, or a platform with complex integrations /li /ul /p #J-18808-Ljbffr

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