The hospitality industry is uniquely human, and it deserves technology that's just as inspiring as the people behind it. At Mews, we're transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences.You'll work with smart, curious people who care deeply about what they do. You'll have autonomy and the trust to make good decisions and move quickly. And you'll enjoy a real sense of purpose as you see the impact of what we're building.If you're motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you'll feel at home here.About the roleYou’ll own net revenue retention across around 60 hotel group accounts in Spain, Italy and Portugal, measured on closed cross-sell revenue rather than pipeline. These are multi‑property, multi‑stakeholder customers, and growth only happens when one person owns the full relationship across RMS, POS, Payments and Terminals. You’ll run it inside a pod, with specialists handling execution alongside you.What you’ll be doingOwn NRR across a ~60‑account hotel group portfolio in Spain, Italy and Portugal, with success measured on closed cross‑sell revenueIdentify, qualify and advance cross‑sell and upsell opportunities across RMS, POS, Payments and Terminals, partnering with Client Sales to convertRun strategic QBRs and account success plans, and act on health and risk signals in Hook AI, across property‑level operators and executive decision‑makersBuild and maintain your own AI‑supported workflows for renewal triggers, QBR prep and territory prioritisationAI Fluency Level 3:In this role, that means you’ve redesigned how you run an account portfolio with AI, not just sped up individual tasks. You’ll use Claude, Hook health scoring and Gong to surface patterns across 60 accounts, build workflows other CSMs can pick up and use, and check what the AI gives you, pushing back when it’s wrong.For more information on AI fluency at Mews, please refer to AI Fluency at Mews:



A Comprehensive Guide for Candidates on Confluence.What we’re looking for3-5 years in Customer Success or Account Management in B2B SaaS, with a track record of retention and expansion results (hospitality, payments or multi‑product SaaS is a plus)Experience running QBRs, account planning and executive conversations, with a commercial mindset for qualifying and progressing cross‑sellFluent Spanish and English, and experience with Salesforce, Gainsight or similar platformsAI Fluency Level 3 or equivalent hands‑on experience using AI to improve account managementPay Transparency at MewsSalary ranges are provided in good faith and reflect current market conditions and internal pay structures. Final compensation may be adjusted based on funding, budget constraints, or exceptional candidate qualifications, but will remain within reasonable proximity to the stated range.This salary disclosure is provided in compliance with applicable pay transparency legislation. We are committed to equal pay practices and prohibit salary history inquiries during our recruitment process.What's in it for you?Our success is powered by our incredible people, supported by benefits that help them thrive.No matter where you're based, you'll enjoy:Unlimited paid holiday (yes, really)Participation in our company share programPaid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)An annual Learning budget of €300 (and more for high performers) to support your developmentMonthly "EDGE" time to Explore, Develop, Grow, and Elevate yourselfA work from anywhere policy with flexibility to work abroad for a few weeks each yearRelocation options, available after one yearFlexible, hybrid working optionsA home office setup budget to make your workspace your own and a monthly work-from-home allowanceClaude tokens, so you can automate workflows and build smarter, more efficient ways of workingLocal benefitsYou'll receive additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks. Ask us about it during your interview process.#J-18808-Ljbffr

📌 Customer Success Manager - Spanish (Madrid)
🏢 Mews
📍 Madrid