Customer Success Specialist

Hotelbeds Group; Islas Baleares; On-site; EUR 42,000 - 60,000; Full time

Job summary

HBX Group seeks a proactive Customer Success Specialist to manage a portfolio of strategic accounts, driving product adoption and retention. You will build strong relationships with stakeholders, ensuring customers achieve maximum value from Civitfun’s solutions.

You will collaborate with internal teams to uncover growth opportunities, address needs, and support long-term success while serving as an escalation point when needed.

Qualifications

• 3+ years in Customer Success or related role.
• Experience managing enterprise or strategic accounts.
• Proven track record in retention, satisfaction, and adoption.

Responsibilities

• Manage and nurture a portfolio of strategic and high-value customer accounts.
• Build trusted relationships with key stakeholders to drive loyalty and long-term success.
• Lead onboarding, implementation, and adoption activities for seamless experience.
• Identify risks, address concerns, and implement retention strategies to minimize churn.
• Provide timely resolution of customer issues as escalation point.
• Monitor engagement and usage trends to deliver data-driven recommendations.
• Identify expansion, cross-sell, and upsell opportunities aligned with goals.
• Gather feedback and collaborate with Product, Sales, and Support to improve outcomes.
• Drive improvements in satisfaction metrics including NPS and retention.
• Maintain accurate account docs, health reports, and success plans.
• Support team continuity by sharing knowledge and providing leadership backup.

Skills

Relationship Building

Account Management

Enterprise Accounts

Customer Retention

Upsell Cross-Sell

Data Analysis

Cross-functional Collaboration

Communication

Time Management

CRM Experience

Tools

CRM Software

Customer Success Platforms

Data Analytics Tools

Job description

HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.

JOB DESCRIPTION:

About Us:

HBX Group is a leading B2B ecosystem player in the TravelTech space, connecting and empowering businesses in the ever-evolving world of travel. We drive growth for our clients and partners while removing friction from the end-to-end travel experience. Our cloud-based technology platforms offer fast and reliable access to a unique portfolio of travel products & services, while rich data and intelligence seamlessly connect supply and demand worldwide.

We have over more than 3,000 experts worldwide, including specialists on the ground who provide insights and support to boost trading even further, especially in the most hard-to-reach segments. This unique blend of technology, data and passionate people serves as a catalyst for all businesses aiming to unlock their full potential in the travel arena.

Job Summary

We are looking for a proactive and customer-focused Customer Success Specialist to join our team at Civitfun, Part of HBX Group, to manage and develop a portfolio of strategic clients, including enterprise and high-value accounts. In this role, you will build strong, long-term customer relationships, drive product adoption, improve customer satisfaction, and maximize retention and revenue growth.

As a trusted advisor, you will work closely with customers to ensure they achieve maximum value from Civitfun’s solutions while collaborating with internal teams to identify growth opportunities, address customer needs, and contribute to the company’s long-term success. This position also serves as an escalation point for customer issues and provides team lead backup support when required.

Job Responsibilities

• Manage and nurture a portfolio of strategic and high-value customer accounts.
• Build trusted relationships with key stakeholders to drive customer loyalty, retention, and long-term success.
• Lead customer onboarding, implementation, and adoption activities to ensure a seamless customer experience.
• Proactively identify risks, address customer concerns, and implement retention strategies to minimize churn.
• Provide timely resolution of customer issues, acting as an escalation point when necessary.
• Monitor customer engagement and usage trends to deliver data-driven recommendations and best practices.
• Identify expansion, cross-sell, and upsell opportunities aligned with customer goals and business needs.
• Gather customer feedback and collaborate with Product, Sales, and other internal teams to improve solutions and customer outcomes.
• Drive improvements in customer satisfaction metrics, including NPS and retention rates.
• Maintain accurate account documentation, customer health reports, and success plans.
• Support team continuity and performance by sharing knowledge, documenting processes, and providing leadership backup when required.

Required Skillset

• Excellent relationship-building and stakeholder management skills.
• Strong customer-centric mindset with a passion for delivering exceptional customer experiences.
• Ability to manage multiple enterprise or strategic accounts simultaneously.
• Strong problem-solving, negotiation, and conflict-resolution abilities.
• Excellent verbal and written communication skills.
• Analytical mindset with the ability to interpret customer data and identify trends.
• Proactive approach to customer engagement and risk management.
• Ability to collaborate effectively across cross-functional teams.
• Strong organizational and time-management skills.
• Experience using CRM and customer success platforms.

Required Experience

• 3+ years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role.
• Experience managing enterprise, strategic, or high-value customer accounts.
• Proven track record of improving customer retention, satisfaction, and product adoption.
• Experience identifying and driving upsell, cross-sell, or account growth opportunities.
• Background working in a SaaS, technology, hospitality technology, or software environment is highly desirable.
• Experience collaborating with Sales, Product, and Support teams to deliver customer outcomes.
• Previous experience acting as an escalation point or providing team leadership support is an advantage.

Join us and help create exceptional customer experiences while driving long-term customer success and business growth.

At HBX Group, we believe that diversity drives innovation and makes travel a force for good. We’re committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference.

You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work:

• Within an innovative, engaging and multicultural environment.
• Have the opportunity to build strong and lasting business relationships and friendships from around the world.
• Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.