At Mapal Group, you'll find a fast-paced, agile, and multicultural environment where we move quickly to meet—and exceed—the needs of hospitality providers across the globe. Our passion for customer service and innovation is driving us to become the market leader in hospitality technology solutions for hotels, restaurants, pubs, bars, and institutional catering. As we continue to grow internationally, we are looking for a Customer Success Manager – SMB, to join our team and help our largest and most strategic customers maximize value from their partnership with Mapal.

As a Customer Success Manager, you will own and develop relationships with a portfolio of strategic hospitality customers across EMEA within the small-medium business accounts. This role requires strong commercial acumen, executive-level relationship management skills, and the ability to navigate complex customer organizations.

Manage a portfolio of strategic SMB customers, building strong relationships with executive sponsors, key decision-makers, and operational stakeholders.
Protect and grow recurring revenue by supporting renewals and identifying cross-sell and upsell opportunities in partnership with Sales.
Collaborate closely with Product, Support, Professional Services,



and Sales teams to ensure a seamless customer experience and successful resolution of customer needs.
Maintain accurate customer records, account plans, and activity tracking within Customer Success platforms, while contributing to continuous improvements in processes and best practices.

Proving experience in Customer Success, Account Management, Consulting, or a related customer-facing role within a SaaS environment.
Strong stakeholder management skills, including experience engaging with decision makers executives.
Fluent English

Additional European languages such as French.
Experience within Hospitality, Hotels, Restaurants, Retail, Workforce Management, Learning, or Operational SaaS solutions.

Strong commercial awareness and business acumen.
Data-driven decision-making and analytical thinking.
Strong organizational and project management capabilities.
Gross and Net Revenue Retention (GRR / NRR)
Net Promoter Score (NPS)
Competitive salary and performance-based bonus.
Hybrid working model based in Madrid.
Career development and growth opportunities within a general SaaS organization.
Opportunity to work with some of the world's leading hospitality brands.
We’re committed to creating an inclusive workplace where everyone feels valued, respected, and supported.

📌 CSM Manager (Madrid)
🏢 Mapal Group (Es)
📍 Madrid