ResponsibilitiesThis 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, Rev Ops, and Product to move the needle on Saa S attach and account healthDrive Saa S upsell and cross-sell across your portfolio — Shield, Guesty Pay, and other products — with a structured pipeline and a consistent conversation cadenceOwn expansion ARR targets and report weekly on pipeline, blockers, and close timelinesRun proactive QBRs and EBRs focused on business outcomes and commercial opportunities, not status updatesMaintain deep account knowledge — MRR, product adoption, health signals, renewal timing, stakeholder mapIdentify risk early and own recovery plans;
churn should never be asurpriseEnsure accounts are documented and operating within the agreed SLA and activity frameworksBuild and maintain multi-threaded executive relationships — not just the day-to-day contactPosition yourself as a trusted advisor: your customers should see you as someone who understands their business and advocates for their successManage escalations with calm and precision;
know when to involve leadership and how to frame itPartner with Sales on renewal and expansion plays;
maintain clean handoffsand shared account intelligenceWork with Rev Ops on CRM hygiene, tier tagging,



and activity reportingBring voice‑of‑customer insight into Product and leadership conversations — with data, not anecdoteQualificationsCollaborative by default — builds internal relationships as deliberately as external onesMust be based in Madrid, Barcelona, Valencia, or the UKData‑driven: uses CRM and product data to drive conversations, not just gut feelStructured communicator — written and verbal. Able to distil complexity into a clear recommendation or ask5+ years in enterprise Customer Success, Account Management, or a commercial AM role in a Saa S environmentStrong commercial acumen: comfortable in conversations about ROI, unit economics, and business impactDemonstrable track record of owning and closing upsell and expansion revenue — not just supporting itChurn instinct: reads account health signals early and acts before the red flag is visible to everyoneExperience 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 builtExposure to payments or fintech products as part of a broader Saa S portfolioFamiliarity with Salesforce, Zuora, or similar CRM and billing systemsExperience in property management, travel‑tech, hospitality Saa S, or a platform with complex integrations

📌 Strategic Enterprise Csm — Growth & Renewal Leader (Barcelona)
🏢 Guesty
📍 Barcelona