Who is Understory? This is not the average job post. And we are not the average company. Laura is a kind, creative, positive soul who loves to cook and loves teaching others to cook. So she started a company offering cooking classes for locals and tourists. The venue is authentic and beautiful – her taste is unique and welcoming. The classes are thoughtfully designed. Every detail is considered. And the bookings start to tick in – from people she knows, from views on Instagram, from word of mouth. It works. Laura gets to do what she loves, creating strong memories for people from all over the world. But she is also starting to struggle. Managing participants. Hiring and training instructors. Chasing invoices. And the quiet pressure underneath it all: making sure more bookings arrive tomorrow than today. That passion, and that struggle, is what Understory is built on. Understory is a vertical-focused, multi-product operating system for experience businesses. With it, creators like Laura manage operations, accept payments, build beautiful websites, and automatically grow bookings across channels. Even the bookkeeping runs itself. AI is natively built into most of this, ensuring it works and scales, but that's not the point. The point is that Laura is empowered to live the life she has always dreamed of. There are hundreds of thousands of Lauras across Europe and beyond,



and no one has built the platform they deserve, yet. We intend to. We have the product, customers in 10+ countries, and a recently raised €12m Series A to be the driving force in a fragmented market. Now we are launching Spain — and once our customers are live, there's a whole world of value they haven't unlocked yet. Your job is to help them get there.
Your role in this As a Customer Success Manager (CSM), you will take ownership of customer relationships right after customers are live and have processed their first bookings. You are accountable for driving continuous product adoption, long-term retention, value realization, and spotting expansion opportunities to ensure our experience creators thrive on the platform over the years ahead.
Key Responsibilities Own a dedicated portfolio of customers post-adoption, building trusted, long-term partnerships as their primary contact.
Drive full customer lifecycle retention, aiming for a target yearly ARR retention rate of 110%.
Help customers embed the software into their daily operations to increase booking volumes and platform utilization.
Monitor customer health scores, usage data, and engagement trends to proactively address risks and unlock new growth opportunities.
Handle direct

📌 Customer Success Manager (Barcelona)
🏢 Understory
📍 Barcelona