Customer Growth Manager (CGM)

Understory; Barcelona; Presencial; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

Understory, a Barcelona-born experience platform, is seeking a Customer Growth Manager to drive revenue within our existing customer base. In this role you'll onboard new accounts briefly, then identify needs, showcase features, and upsell new products so creators unlock maximum value from our platform.

You will work with Customer Success, Product, and Sales to expand in Spain, track metrics in HubSpot, and help refine expansion playbooks while balancing a fast-moving, collaborative environment.

Formación

• Must have experience in Customer Success, Account Management, upselling, or sales-adjacent commercial roles.
• Strong commercial instinct and comfort initiating revenue conversations with existing customers.
• Excellent communication and presentation skills across video, phone, and email.

Responsabilidades

• Own the expansion pipeline across existing customers for new products.
• Analyze customer health and usage data in HubSpot to identify cross-sell opportunities.
• Collaborate with Customer Success Managers to run soft, relationship-friendly outreach.
• Deliver engaging product demos and value-focused conversations for advanced features.
• Track conversion rates, pipeline health, and revenue impact in HubSpot.
• Share structured product insights with Growth, Product, and Sales to refine features and go-to-market strategies.
• Help build expansion playbooks, messaging, and benchmarks as we scale in Spain.

Conocimientos

Customer Success

Account Management

Upselling

Sales Communications

Herramientas

HubSpot

Descripción del empleo

Who is Understory?

This is not the average job post. And we are not the average company. Laura is a kind, creative, positive soul who loves to cook and loves teaching others to cook. So she started a company offering cooking classes for locals and tourists. The venue is authentic and beautiful - her taste is unique and welcoming. The classes are thoughtfully designed. Every detail is considered. And the bookings start to tick in - from people she knows, from views on Instagram, from word of mouth. It works. Laura gets to do what she loves, creating strong memories for people from all over the world. But she is also starting to struggle. Managing participants. Hiring and training instructors. Chasing invoices. And the quiet pressure underneath it all: making sure more bookings arrive tomorrow than today. That passion, and that struggle, is what Understory is built on. Understory is a vertical-focused, multi-product operating system for experience businesses. With it, creators like Laura manage operations, accept payments, build beautiful websites, and automatically grow bookings across channels. Even the bookkeeping runs itself. AI is natively built into most of this, ensuring it works and scales, but that's not the point. The point is that Laura is empowered to live the life she has always dreamed of. There are hundreds of thousands of Lauras across Europe and beyond, and no one has built the platform they deserve, yet. We intend to. We have the product, customers in 10+ countries, and a recently raised €12m Series A to be the driving force in a fragmented market. Now we are launching Spain — and once our customers are live, there's a whole world of value they haven't unlocked yet. Your job is to help them get there.

Your role in this

As a Customer Growth Manager, you'll hold a dedicated commercial growth role within Customer Success, driving revenue across our existing customer base. During your initial weeks, you'll briefly help onboard new accounts to get the full product under your skin. Once up and running, you'll focus 100% on identifying customer needs, showcasing new features, and growing customer revenue by upselling new products so creators unlock maximum value from our platform.

Key Responsibilities

• Own the complete expansion pipeline across new products for existing customers.


• Analyze customer health scores, usage data in HubSpot, and growth leads to identify prime cross-sell opportunities.


• Partner closely with Customer Success Managers to run soft outreach without interrupting trusted relationships.


• Deliver engaging product demos and value-driven conversations for advanced features.


• Track your conversion rates, pipeline health, and revenue impact directly in HubSpot.


• Share structured product insights with Growth, Product, and Sales teams to refine features and go-to-market strategies.


• Help build and refine expansion playbooks, messaging, and qualification benchmarks as we scale in Spain.

What should you bring?

Must-Haves

• Experience in Customer Success, Account Management, upselling, or sales-adjacent commercial roles.


• Strong commercial instinct and complete comfort initiating revenue conversations with existing customers.


• Outstanding communication and presentation skills across video, phone, and email.


• High level of agency, ownership, and organization—you love spotting opportunities and running with them.


• Native Spanish speaker, alongside strong professional English.

Nice-to-Haves

• Experience with travel, tourism, hospitality, or experience platforms.


• Knowledge of SaaS expansion motions, upsell frameworks, or digital marketing.


• CRM experience with tools like HubSpot.

What It Is Like To Work Here

Launching a new market means you'll be on the front lines! The excitement of building something fresh brings real challenges: local market adaptations, evolving payment setups, and processes that are actively being built as you go. If you need rigid corporate structure, this isn't for you - but if you thrive in a collaborative, fast-moving environment where your feedback directly shapes the product and you will continue to learn, you'll love it here.

Why You'll Thrive at Understory

• Join an ambitious founding team where your insights directly impact pipeline growth in Spain.


• Work in a collaborative environment with autonomy, trust, and flexibility.


• Learn fast and grow fast - the challenges are real, and the pace is high.


• Be part of a mission-driven company redefining the experience industry worldwide.


• Join Understory at our most pivotal moment in the Spanish market: as a founding member of our Spanish team, you will directly shape our regional strategy, local team culture, and market footprint from the ground up.