Customer Success Manager - Spanish Speaking

About the role

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.

Your mission, should you choose to accept it:

• 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 objectives 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.

You'll be a great fit if you bring a few of the below with you:

• 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 leading 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.
• Experience in hospitality, travel, hotel technology, payments, fintech, or other multi-product SaaS environments is a plus.

Compensation

• €39,500–€54,000 base salary per annum, plus a 20% variable commission plan based on achievement of NRR and expansion targets.

What’s in it for you?

• Unlimited paid holiday.
• 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.

Life at Mews

We’re an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company. We also believe transparency is important when deciding if you're the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems.