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 comme
📌 Strategic Enterprise CSM — Growth (Madrid)
🏢 Guesty
📍 Madrid