Customer Success Manager - Spanish Speaking

About the role

Let's get into the specifics. It's impossible to capture every nuance of a role - especially at a rapidly growing company like Mews - but if we had to distil it into a job description (which we do because this is a job description), it would be this: As the Manager of Customer Success, you will support your customers as they transition from sales prospects to active users of your products. The role's responsibilities include expand customer accounts, increase customer retention, solve customer issues, and drive customer satisfaction. Your main focus will be on building customer loyalty and nurture long term client relationships. Your main goal is building and leading customer success that is focused on delivering exceptional value to all customers around the world. ✅ Your mission, should you choose to accept it: Own NRR across a ~60-account portfolio in Spain, Italy, and Portugal, with success measured primarily through closed cross-sell revenue rather than pipeline generation. Proactively identify, qualify, and advance cross-sell and upsell opportunities across RMS, POS, Payments, and Terminals, partnering with Client Sales to drive conversion. Build and execute strategic QBRs and account success plans aligned to customer business objectives and growth opportunities. Monitor account health and risk signals through Hook AI (transitioning from Gainsight in Q2 2026), taking proactive action on adoption, retention, and expansion opportunities. Navigate complex stakeholder environments across hotel groups, from property-level operators to executive decision-makers. Operate within a pod-based model with shared accountability-owning customer outcomes and commercial success while leveraging specialist resources for execution. 🤝️ You'll be a great fit if you bring a few of the below with you: 3-5 years of experience in Customer Success, Account Management, or a similar customer-facing role within a B2B SaaS environment Proven track record of driving retention, expansion, and customer growth outcomes Experience leading QBRs, account planning, and executive-level customer conversations Strong commercial mindset with the ability to identify, qualify, and progress cross-sell and upsell opportunities Comfortable managing complex stakeholder environments across property, regional, and executive levels Fluent Spanish and English Experience using Salesforce, Gainsight, or similar CRM and Customer Success platforms Practical use of AI tools and automation to improve customer engagement, productivity, or account management Ability to thrive in fast-moving, evolving environments with a high degree of ownership and accountability Experience in hospitality, travel, hotel technology, payments, fintech, or other multi-product SaaS environments is a plus Compensation: €39,500-€54,000 base salary per annum, plus a 20% variable commission plan based on achievement of NRR and expansion targets. Pay Transparency at Mews Salary 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. If the location you're applying from wasn't originally advertised for this role, salary range information is available upon request at any point during the application/interview process - your recruiter will be able to help. Pay range for this position €39.500 - €54.000 EUR What's in it for you? Our success is powered by our incredible people, supported by benefits that help them thrive. Global benefits No matter where you're based, you'll enjoy: Unlimited paid holiday (yes, really) Participation in our company share program Paid 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 development Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself A work f

Benefits

Additional Information

Help make the world more hospitable 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.

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