Customer Success Manager - Spanish Speaking

Help make the world more hospitable

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

Let's get into the specifics. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distil it into a job description (which we do because this is a job description), it would be this:

As the Manager of Customer Success, you will support your customers as they transition from sales prospects to active users of your products. The role’s responsibilities include expand customer accounts, increase customer retention, solve customer issues, and drive customer satisfaction. Your main focus will be on building customer loyalty and nurture long term client relationships. Your main goal is building and leading customer success that is focused on delivering exceptional value to all customers around the world. 

✅ 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 (transitioning from Gainsight in Q2 2026), 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.