Acai Travel - Senior Customer Success Manager
Requirements
• 3-6 years in B2B customer-facing roles (Customer Success, Account Management, Support, or similar) • High-growth startup experience—comfortable operating in fast-moving environments where things change quickly and processes are still being built • Technical aptitude—can understand complex technologies, learn to triage bugs, grasp integration issues, and work effectively with Engineering. You don't need to code, but you shouldn't be intimidated by technical conversations • Genuine relationship builder—you care about customer success and build trust naturally • Comfortable in the operational weeds—you enjoy being hands-on with customer issues, not just check-in calls • Organized & reliable—can manage multiple accounts plus open issues without dropping anything • Clear communicator—good written and verbal skills, active listener • Proactive with a bias toward action—spots issues before they escalate • Experience managing customers with meaningful contract values • Travel industry familiarity (TMCs, OTAs, GDS systems) • Experience with data/BI tools (dashboards, basic analytics) • Experience with issue tracking tools (Linear, Jira, Asana) • Experience with CRM and CS tools (HubSpot, Intercom, etc.) • What Makes You Right for This Role • You think day-to-day support work is core to CS, not "beneath" you • You thrive in ambiguity and enjoy helping build processes from scratch • You want partnerships with customers, not purely transactional relationships • You're comfortable working with technical teams and triaging issues • You don't need constant direction—you'll have support, but ownership is key
Responsibilities
• Triage incoming requests—resolve what you can, escalate what you can't. • Respond quickly to keep customers unblocked. • Conduct regular Pulse Checks with customers during onboarding and monthly for established accounts. • Lead check-ins and periodic business reviews. • Build trusted relationships with key stakeholders at each account. • Create Joint Success Plans for customers at integration kickoff. • Translate customer goals into measurable adoption targets. • Review health dashboards weekly to spot trends across your portfolio and identify at-risk signals early. • Execute intervention playbooks for struggling accounts. • Own renewal processes and timeline management, including documenting patterns and contributing to the improvement of early warning systems. • Spot expansion opportunities during customer conversations and flag qualified opportunities to Lead CSM or leadership.
Benefits
• Variable: 10% based on company performance • Location: Barcelona, Spain (on-site, with flexibility as needed) • Travel: Expected from time to time to meet customers • Reports to: Co-Founder & CTO • Growth Path: Clear opportunity to move to Lead CSM or strategic accounts as we scale • 🚀 Build From Early Stage — Help define CS processes that future hires will use • 📈 Clear Growth Path — Opportunity to move to Lead CSM or strategic accounts • 🎯 Real Ownership — Your accounts, your relationships, your impact • 💡 Product Influence — Your customer insights shape what we build • 🌍 Learning Opportunity — Travel industry, enterprise SaaS, AI/automation • 🧘 Small Team, Big Impact — Work directly with founders in a Zen-inspired culture focused on self-awareness and empowerment • ☕ Epic Perks — Team offsites to unique destinations (2024: Italian Alps, 2025: Bangkok), free drinks in our vibrant Barcelona co-working space with unmatched views of the Sagrada Familia
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