Enterprise Customer Success Manager, Guesty

• 5+ years in enterprise Customer Success, Account Management, or a commercial AM role in a SaaS environment
• Demonstrable track record of owning and closing upsell and expansion revenue — not just supporting it
• Experience managing complex, multi-stakeholder accounts at senior level (Director / VP / C-suite)
• Strong commercial acumen: comfortable in conversations about ROI, unit economics, and business impact
• Structured communicator — written and verbal. Able to distil complexity into a clear recommendation or ask
• Churn instinct: reads account health signals early and acts before the red flag is visible to everyone
• Data-driven: uses CRM and product data to drive conversations, not just gut feel
• Collaborative by default — builds internal relationships as deliberately as external ones
• Must be based in Madrid, Barcelona, Valencia, or the UK

Desirable

• This is not a support role. You are a trusted commercial partner to your accounts and an internal advocate for their needs. You will lead executive relationships, drive structured expansion conversations, and work closely with Sales, RevOps, and Product to move the needle on SaaS attach and account health
• Drive SaaS upsell and cross-sell across your portfolio — Shield, GuestyPay, and other products — with a structured pipeline and a consistent conversation cadence
• Own expansion ARR targets and report weekly on pipeline, blockers, and close timelines
• Run proactive QBRs and EBRs focused on business outcomes and commercial opportunities, not status updates
• Maintain deep account knowledge — MRR, product adoption, health signals, renewal timing, stakeholder map
• Identify risk early and own recovery plans; churn should never be a surprise
• Ensure accounts are documented and operating within the agreed SLA and activity frameworks
• Build and maintain multi-threaded executive relationships — not just the day-to-day contact
• Position yourself as a trusted advisor: your customers should see you as someone who understands their business and advocates for their success
• Manage escalations with calm and precision; know when to involve leadership and how to frame it
• Partner with Sales on renewal and expansion plays; maintain clean handoffs and shared account intelligence
• Work with RevOps on CRM hygiene, tier tagging, and activity reporting
• Bring voice-of-customer insight into Product and leadership conversations — with data, not anecdote