Acai Travel is revolutionizing the travel industry by empowering leading Online Travel Agencies (OTAs) and Travel Management Companies (TMCs) with cutting-edge AI agents that automate complex travel agent tasks. Our customers are large enterprises managing thousands of bookings monthly, and we help them achieve operational excellence through intelligent automation of GDS workflows. Acai Travel is revolutionizing the travel industry by empowering leading Online Travel Agencies (OTAs) and Travel Management Companies (TMCs) with cutting-edge AI agents that automate complex travel agent tasks. Our customers are large enterprises managing thousands of bookings monthly, and we help them achieve operational excellence through intelligent automation of GDS workflows. Founded by industry veterans who successfully sold their previous company to American Express Integral Business Travel, we bring deep expertise in travel technology and AI. We're a fast-growing, VC-backed startup working with customers like TravelPerk. At Acai, you'll join a talented, collaborative team driven by innovation, personal growth, and mutual success. We're hiring a Senior Customer Success Manager to own the post-sale customer journey end-to-end for a portfolio of 4-6 accounts—from onboarding through adoption, value realization, and renewal. You'll work alongside a Lead CSM who handles our largest enterprise accounts, while you ensure consistent success across your book of business. This is a hands-on, operationally embedded role in a high-growth startup environment. You'll be the first line of support for your customers—triaging issues, opening incidents, tracking bugs with Product &

• Engineering, and staying on top of their day-to-day operations. You'll report directly to the Co-Founder &

• CTO,



with a clear growth path to Lead CSM or strategic accounts as we expand. Day-to-Day Operations &

• Support (30%) Monitor customer usage patterns and automation performance

• Customer Relationship &

• Engagement (25%) Conduct regular Pulse Checks with customers (bi-weekly during onboarding, monthly for established accounts) Own renewal processes and timeline management Expansion Support &

• Commercial Awareness (10%) Flag qualified opportunities to Lead CSM or leadership Support expansion conversations with customer context and data 3-6 years in B2B customer-facing roles (Customer Success, Account Management, Support, or similar) ~ Genuine relationship builder—you care about customer success and build trust naturally ~ Comfortable in the operational weeds—you enjoy being hands-on with customer issues, not just check-in calls ~ Fluent English and Spanish required Experience managing customers with meaningful contract values Experience with data/BI tools (dashboards, basic analytics) Experience with issue tracking tools (Linear, Jira, Asana) Experience with CRM and CS tools (HubSpot, Intercom, etc.) You think day-to-day support work is core to CS, not "beneath" you You want partnerships with customers, not purely transactional relationships You don't need constant direction—you'll have support, but ownership is key Variable: 10% based on company performance Benefits: Private medical insurance Growth Path: Clear opportunity to move to Lead CSM or strategic accounts as we scale Build From Early Stage — Help define CS processes that future hires will use Clear Growth Path — Opportunity to move to Lead CSM or strategic accounts Italian Alps, 2025: Bangkok), free drinks in our vibrant Barcelona co‑working space with unmatched views of the Sagrada Familia

📌 (Senior) Customer Success Manager (M/W/D) Home Office
🏢 Acai Travel
📍 Barcelona