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:

You'll own net revenue retention across a portfolio of around 60 hotel group accounts across Spain, Italy and Portugal, with your success measured by closed cross-sell revenue rather than pipeline generated.

Hotel groups operate complex, multi-stakeholder environments, from property-level operators to executive decision-makers, and this role exists to turn that complexity into expanding, healthy accounts rather than accounts that plateau after the initial sale.

It's a chance to run a strategic portfolio inside a pod-based model, owning customer outcomes and commercial success while specialists handle execution alongside you.

You'll identify, qualify and advance cross-sell and upsell opportunities across RMS, POS, Payments and Terminals, build and run strategic QBRs and account success plans, and monitor account health and risk signals through Hook AI, our account health platform.

Growing accounts in hospitality means navigating layered stakeholder structures and multiple product lines at once, and most of that work depends on someone owning the full relationship rather than a single touchpoint. This role exists to be that owner.

What you would do

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 goals 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

What you would bring

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 running 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

AI Fluency Level 3: This role requires someone who has redesigned how they work using AI — not just used AI tools, but built workflows or automations that stick. You'll use Claude tokens, Hook health scoring, and Gong coaching to surface patterns across 60 accounts. The expectation is that you'll build and own a personal CS stack: renewal triggers, QBR prep automation, territory prioritisation frameworks. You'll actively check what the AI gives you and push 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.

Nice to have

Experience in hospitality, travel, hotel technology, payments, fintech or other multi-product SaaS environments

Spain

€39.500 — €54.000 EUR

Czechia

688 000 Kč — 902 000 Kč CZK

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.

If the location you're applying from wasn't originally advertised for this role, salary range information is available upon request at any point during the application/interview process - your recruiter will be able to help.

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.

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.

A few things that define how we work

High autonomy means high responsibility. People are expected to take ownership and drive outcomes. There isn’t a detailed playbook for everything, and that’s part of what makes the work challenging – and rewarding.