Customer Success Manager - Spanish

Mews; España; Hybrid; EUR 65,000 - 95,000; Full time

Benefits offered by this job

Unlimited paid holiday

Share program participation

Paid parental leave

Annual learning budget €300

EDGE time monthly

Work from anywhere policy

Relocation options

Hybrid working options

Home office setup budget

Work-from-home allowance

Claude tokens

Job summary

Mews is seeking a Customer Success/Account Manager to own net revenue retention across ~60 hotel group accounts in Spain, Italy and Portugal. You’ll drive cross-sell across RMS, POS, Payments and Terminals and partner with Client Sales to convert opportunities.

You’ll run strategic QBRs, map account plans, and leverage AI tools to trigger renewals and prioritise territories. Fluency in Spanish and English and 3–5 years in B2B SaaS are preferred.

Qualifications

• 3–5 years in Customer Success or Account Management in B2B SaaS.
• Experience running QBRs, account planning and executive conversations.
• Fluent in Spanish and English; experience with Salesforce or Gainsight.

Responsibilities

• Own NRR across a ~60-account hotel group portfolio in Spain, Italy and Portugal.
• Identify and advance cross-sell and upsell opportunities across RMS, POS, Payments and Terminals.
• Run strategic QBRs and account success plans with health/risk signals.
• Build and maintain AI-supported workflows for renewal triggers and territory prioritisation.

Skills

Customer Success

Account Management

B2B SaaS

Sales collaboration

English fluency

Spanish fluency

Tools

Salesforce

Gainsight

Job description

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.

About the role

You’ll own net revenue retention across around 60 hotel group accounts in Spain, Italy and Portugal, measured on closed cross-sell revenue rather than pipeline. These are multi‑property, multi‑stakeholder customers, and growth only happens when one person owns the full relationship across RMS, POS, Payments and Terminals. You’ll run it inside a pod, with specialists handling execution alongside you.

What you’ll be doing

• Own NRR across a ~60‑account hotel group portfolio in Spain, Italy and Portugal, with success measured on closed cross‑sell revenue
• Identify, qualify and advance cross‑sell and upsell opportunities across RMS, POS, Payments and Terminals, partnering with Client Sales to convert
• Run strategic QBRs and account success plans, and act on health and risk signals in Hook AI, across property‑level operators and executive decision‑makers
• Build and maintain your own AI‑supported workflows for renewal triggers, QBR prep and territory prioritisation

AI Fluency Level 3:

In this role, that means you’ve redesigned how you run an account portfolio with AI, not just sped up individual tasks. You’ll use Claude, Hook health scoring and Gong to surface patterns across 60 accounts, build workflows other CSMs can pick up and use, and check what the AI gives you, pushing 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.

What we’re looking for

• 3-5 years in Customer Success or Account Management in B2B SaaS, with a track record of retention and expansion results (hospitality, payments or multi‑product SaaS is a plus)
• Experience running QBRs, account planning and executive conversations, with a commercial mindset for qualifying and progressing cross‑sell
• Fluent Spanish and English, and experience with Salesforce, Gainsight or similar platforms
• AI Fluency Level 3 or equivalent hands‑on experience using AI to improve account management

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.

What's in it for you?

Our success is powered by our incredible people, supported by benefits that help them thrive.

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 from anywhere policy with flexibility to work abroad for a few weeks each year
• Relocation options, available after one year
• Flexible, hybrid working options
• A home office setup budget to make your workspace your own and a monthly work-from-home allowance
• Claude tokens, so you can automate workflows and build smarter, more efficient ways of working

Local benefits

You'll receive additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks. Ask us about it during your interview process.