Enterprise Customer Success Manager

Join our team as an Enterprise Customer Success Manager, where you will be a trusted commercial partner to your accounts and an internal advocate for their needs. You will drive SaaS upsell and cross-sell, own expansion ARR targets, and maintain deep account knowledge. You will also build and maintain multi-threaded executive relationships, manage escalations, and partner with Sales and RevOps. This role requires 5+ years of experience in enterprise Customer Success, Account Management, or a commercial AM role in a SaaS environment.

• Drive SaaS upsell and cross-sell across your portfolio, owning expansion ARR targets and reporting on pipeline.
• Run proactive QBRs and EBRs focused on business outcomes and commercial opportunities, maintaining deep account knowledge.
• Build and maintain multi-threaded executive relationships, positioning yourself as a trusted advisor and managing escalations effectively.
• Collaborative by default — builds internal relationships as deliberately as external ones
• Must be based in Madrid, Barcelona, Valencia, or the UK
• Data-driven: uses CRM and product data to drive conversations, not just gut feel
• Structured communicator — written and verbal. Able to distil complexity into a clear recommendation or ask
• 5+ years in enterprise Customer Success, Account Management, or a commercial AM role in a SaaS environment
• Strong commercial acumen: comfortable in conversations about ROI, unit economics, and business impact
• Demonstrable track record of owning and closing upsell and expansion revenue — not just supporting it
• Churn instinct: reads account health signals early and acts before the red flag is visible to everyone
• Experience managing complex, multi-stakeholder accounts at senior level (Director / VP / C-suite)
• Experience operating in a high-growth, scaling environment where process is still being built
• Exposure to payments or fintech products as part of a broader SaaS portfolio
• Familiarity with Salesforce, Zuora, or similar CRM and billing systems
• Experience in property management, travel-tech, hospitality SaaS, or a platform with complex integrations