Customer Success Manager

Madrid MAPAL Group (es)

About Mapal Group

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.

Role Overview

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. You will act as a trusted advisor to executive and operational stakeholders, driving product adoption, customer satisfaction, retention, and growth. You will be responsible for ensuring customers achieve measurable business outcomes through the successful use of Mapal solutions, while identifying opportunities to expand our partnership and increase customer lifetime value. This role requires strong commercial acumen, executive-level relationship management skills, and the ability to navigate complex customer organizations.

Key Responsibilities

- Manage a portfolio of strategic SMB customers, building strong relationships with executive sponsors, key decision-makers, and operational stakeholders.
- Act as a trusted advisor, understanding customer goals and challenges to develop success plans that drive long-term value and measurable business outcomes.
- Lead regular business reviews and strategic discussions, demonstrating ROI, identifying opportunities for improvement, and aligning on future objectives.
- Drive product adoption and engagement through proactive customer interactions, enablement initiatives, and sharing of industry best practices.
- Monitor customer health, usage trends, and success metrics to identify risks early and implement action plans to improve retention and satisfaction.
- 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.
- Managing complex customer organisations with multiple stakeholders.
- Demonstrating measurable business value and ROI.
- Driving adoption across large and distributed teams.
- Balancing customer retention with growth opportunities.
- Navigating change and evolving customer priorities.

Qualifications

Required

- Proving experience in Customer Success, Account Management, Consulting, or a related customer-facing role within a SaaS environment.
- Proven experience driving customer retention, adoption, and revenue growth.
- Strong stakeholder management skills, including experience engaging with decision makers executives.
- Experience managing complex customer organizations and multiple decision-makers.

Preferred

- Additional European languages such as French.
- Experience within Hospitality, Hotels, Restaurants, Retail, Workforce Management, Learning, or Operational SaaS solutions.
- Strategic and consultative mindset.
- Exceptional communication and presentation skills.
- Strong commercial awareness and business acumen.
- Ability to influence stakeholders at all organizational levels.
- Data-driven decision-making and analytical thinking.
- Excellent negotiation and objection-handling skills.
- Strong organizational and project management capabilities.
- Adaptable and comfortable in a fast-changing environment.
- Proactive, resilient,



and solutions-oriented.
- Collaborative team player with a customer-first mentality.

Success Metrics

Success in this role will be measured through:

- Gross and Net Revenue Retention (GRR / NRR)
- Product Adoption and Engagement Metrics
- Renewal Rates
- Expansion Revenue
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Executive Relationship Strength

What We Offer

- Competitive salary and performance-based bonus.
- Hybrid working model based in Madrid.
- Career development and growth opportunities within a integral SaaS organization.
- International, collaborative, and innovative work environment.
- Opportunity to work with some of the world's leading hospitality brands.
- A people-focused culture where your ideas and impact matter.

At Mapal, we believe our differences make us stronger. We're proud to offer equal opportunities to everyone—no matter your background, identity, or life experience. What matters most to us is your talent, your passion, and the ideas you bring to our team. We're committed to creating an inclusive workplace where everyone feels valued, respected, and supported. In line with European laws, we also provide reasonable accommodations for applicants and employees with disabilities. xqysrnh If you need any assistance during the application or interview process, do not hesitate to ask for it to the Talent Acquisition contact.

Individuals in the Customer Success Manager role have a passion for technology and the ambition to dive head-first into new challenges. We are looking for someone who can thrive with a high level of ambiguity and operate autonomously while maintaining a customer centric approach and helping to build the program. In this role you will also become a main point of contact for MongoDB end users by leveraging your technical and account management skills as well as acting as the account team leader across Sales, Professional Services, Solutions Architects, etc.
We are looking to speak to candidates who are based in Madrid for our hybrid working model.
**Our ideal candidate will have**
+ 7+ years experience working in Customer Success, Technical Account Management, Professional Services or other similarly customer-centric role for a technical product (ideally consumption based)
+ 4+ years experience being accountable for customer health and revenue realization for a defined book of business/portfolio of accounts for Forbes Global 2000 customers
+ A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers team within MongoDB
+ A mind for technology - we'll teach you about MongoDB and databases, but our customers and product are inherently technical and you should have an aptitude and curiosity to learn about those concepts
+ The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, etc
+ An entrepreneurial mindset - you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment
+ A team player approach and passion for collaboration - this role will work with some of our most strategic growth customers so must align closely to Sales, Professional Services, Tech Services,



and the broader MDB ecosystem
+ Demonstrated continuing technical education (e.g., MongoDB DBA track, hyperscaler certifications)
+ Prior exposure to database, cloud, and infrastructure technology is a plus
+ Fluency in both Spanish and English languages
**On a given day in this role you will:**
+ Work as a strategic advisor to your customer providing them with guidance on MongoDB best practices and their overall technology strategy; this could include running enablement sessions alone or with another internal MongoDB team members, advising the customer on strategies to optimize their technical environment or current spend with MongoDB, positioning and recommending product features and best practices to accelerate customers time to value and growth
+ Guide customers through the customer journey to accelerate their time-to-value from MongoDB, overseeing the technical success plan from committed ARR to active consumption. Includes advising customers on on their deployment health & strategies for operating and maturing their MongoDB environments
+ Proactively identify and mitigate technical risks for complex accounts by designing custom remediation plans and implementing best practices to pre-empt critical issues
+ Facilitate the resolution of high-stakes customer challenges while identifying strategic opportunities to expand MongoDB usage through optimized technical solutions
+ Collect feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership on how MongoDB can build a stronger product and go to market organization
+ Act as the link between our customers and product engineering to develop new innovative solutions. You will be key in building the future roadmap of our product by acting as the Product team's eyes and ears in this field
+ De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and MongoDB; this could include anything from navigating a customer outage that has a financial impact on their business, to helping an application team devise a custom MongoDB solution or implementation for their critical application, no day is the same
+ Build and execute account plans to mitigate risk and drive growth 3+ quarters out across your portfolio
+ Lead in-person executive business reviews for strategic customers in your portfolio, including interfacing with C-suite executives and other technical leaders to align to business objectives and agree to a mutual success plan
+ Work on strategic internal projects to help build the Customer Success program; our expectation is that anyone in this role has strong business acumen and the ability to create and teach best practices, new process, and enablement to the broader organization
+ Document all customer interactions in internal systems, including Gainsight and Salesforce.com
+ Provide feedback and guidance to leadership on key signals within MongoDB Atlas that indicate healthy or unhealthy customer accounts; as our product evolves, we'll need to be constantly adjusting our engagement strategies based on these signals, which you'll be in the best position to identify and share back with internal teams
+ Manage the relationship with Sales Leadership and Account Executives in your territory, including reporting on business performance, training on best practices, and rolling out program updates to ensure sales people and leaders are abreast of best practices for interacting with Customer Success
+ Forecast expected churn and growth to your senior leadership team
+ Help interview, onboard and ramp new team members - as a more senior team member you will have an immediate role in who joins the team
+ Act as a leader amongst your peers, running enablement sessions, product certifications and being vocal in team meetings to ensure those around you grow
+ Fluent level of Spanis and English
**About MongoDB**

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📌 Remote Customer Success Manager | Growth & Retention Lead (Madrid)
🏢 iSpeedToLead
📍 Madrid