Customer Success Manager Madrid MAPAL Group (es) 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.

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 integral 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.

Individuals in the Customer Success Manager role have a passion for technology and the ambition to dive head-first into new challenges. 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. 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 ~ 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 ~ 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 ~ 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 ~ 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 ~ Work on strategic internal projects to help build the Customer Success program; Document all customer interactions in internal systems, including Gainsight and Salesforce.Provide feedback and guidance to leadership on key signals within MongoDB Atlas that indicate healthy or unhealthy customer accounts; 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 ~ Fluent level of Spanis and English About MongoDB**

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