Customer Success Manager - Spanish Speaking
You'll own net revenue retention across a portfolio of around 60 hotel group accounts across Spain, Italy and Portugal, with your success measured by closed cross-sell revenue rather than pipeline generated. Hotel groups operate complex, multi-stakeholder environments, from property-level operators to executive decision-makers, and this role exists to turn that complexity into expanding, healthy accounts rather than accounts that plateau after the initial sale. It's a chance to run a strategic portfolio inside a pod-based model, owning customer outcomes and commercial success while specialists handle execution alongside you.
You'll identify, qualify and advance cross-sell and upsell opportunities across RMS, POS, Payments and Terminals, build and run strategic QBRs and account success plans, and monitor account health and risk signals through Hook AI, our account health platform.
Growing accounts in hospitality means navigating layered stakeholder structures and multiple product lines at once, and most of that work depends on someone owning the full relationship rather than a single touchpoint. This role exists to be that owner.
What you would do
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 goals and growth opportunities
Monitor account health and risk signals through Hook AI, 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
What you would bring
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 running 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
AI Fluency Level 3: This role requires someone who has redesigned how they work using AI — not just used AI tools, but built workflows or automations that stick. You'll use Claude tokens, Hook health scoring, and Gong coaching to surface patterns across 60 accounts. The expectation is that you'll build and own a personal CS stack: renewal triggers, QBR prep automation, territory prioritisation frameworks. You'll actively check what the AI gives you and push 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.
Nice to have
Experience in hospitality, travel, hotel technology, payments, fintech or other multi-product SaaS environments
Spain
€39.500—€54.000 EUR