Lead Customer Success Manager
€45k - €55k EUR
About Acai Travel
Acai Travel is revolutionizing the travel industry by empowering leading Online Travel Agencies (OTAs) and Travel Management Companies (TMCs) with cutting-edge AI agents that automate complex travel agent tasks. Our customers are large enterprises managing thousands of bookings monthly, and we help them achieve operational excellence through intelligent automation of GDS workflows.
Founded by industry veterans who successfully sold their previous company to American Express Global Business Travel, we bring deep expertise in travel technology and AI. We're a fast-growing, VC-backed startup working with customers like TravelPerk.
At Acai, you'll join a talented, collaborative team driven by innovation, personal growth, and mutual success. Our culture is grounded in Zen and Tibetan Buddhism principles, fostering ego-less problem-solving and self-awareness.
The Opportunity
We're hiring a Lead Customer Success Manager to own the post-sale customer journey end-to-end for our largest enterprise TMC clients—from onboarding through adoption, value realization, renewal, and expansion. You'll manage 4-6 customers with five- and six-figure ACVs, acting as their strategic partner and trusted advisor.
This is a hands-on, operationally embedded role in a high-growth startup environment. You'll be the first line of support for your customers—on top of their day-to-day business, triaging issues, opening incidents, tracking bugs through resolution, and ensuring nothing falls through the cracks. You're not just doing quarterly check-ins; you're in the weeds with your customers.
This is a high-impact role where you'll directly influence customer retention (target: >95% GRR) and revenue growth (target: >110% NRR). You'll report directly to the Co-Founder & CTO and help shape how we scale Customer Success.
What You'll Own
Customer Relationship & Strategy (25%)
Conduct Pulse Checks with customers (bi-weekly during onboarding, monthly during growth phase, quarterly for mature accounts)
Lead Quarterly Business Reviews presenting performance data and strategic recommendations
Build deep relationships with operations leaders and executive sponsors
Create comprehensive Joint Success Plans for each enterprise customer before integration kickoff
Translate customer goals (e.g., "30% OPEX reduction") into concrete automation targets and timelines
Day-to-Day Operations & Support (25%)
First line of support for your accounts—triage, resolve, or escalate (target: <3 hours response during business hours)
Own incidents end-to-end: from documenting in Linear through resolution with Product & Engineering
Monitor customer health proactively; spot issues before customers report them
Customer Health & Risk Management (20%)
Review automated health dashboards weekly to identify trends
Catch at-risk signals early (target: within 14 days of first warning sign)
Create structured recovery plans with clear milestones for struggling accounts
Coordinate cross-functional support (Product, Engineering, exec team)
Expansion & Revenue Growth (20%)
Identify expansion opportunities during Pulse Checks
Qualify opportunities and create lightweight business cases showing ROI
Present expansion proposals using pre-approved pricing menu
Negotiate terms within authority (up to 15% discount)
Maintain expansion pipeline in CRM (target: >30% close rate)
Voice of Customer & Product Influence (10%)
Advocate for customer needs in product processes
Your Profile
Must-Haves:
4-8 years in B2B customer-facing roles (Customer Success, Account Management, or similar)
Experience managing enterprise customers with five- or six-figure ACV accounts
High-growth startup experience—comfortable operating in fast-moving environments where processes aren't perfect and things change quickly
High technical aptitude—can understand complex technologies, triage bugs, grasp API/integration issues, and communicate effectively with Engineering. You don't need to code, but you need to hold your own in technical conversations
Natural relationship builder—able to build trust with both operational managers and C-level executives
Comfortable in operational weeds—you enjoy being hands-on with customer issues, not just strategic conversations
Strong business acumen—comfortable with P&L, ROI, cost savings calculations; can translate technical capabilities into business value
Organized & detail-oriented—can manage multiple accounts plus open issues without dropping balls
Proactive problem-solver with a bias toward action
Excellent communicator—clear in writing, confident presenter, active listener
Fluent English and Spanish required
Nice-to-Haves:
Travel industry experience (TMCs, OTAs, GDS systems)
Experience with data/BI tools (SQL, dashboards, analytics)
Experience with issue tracking tools (Linear, Jira, Asana)
Experience with CS/CRM tools (HubSpot, Intercom, Gainsight)
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 building processes from scratch
You want deep, strategic partnerships—not transactional, high-volume relationships
You're comfortable with commercial responsibility, not just relationship management
You don't need lots of direction and hand-holding
You're not intimidated by technical issues or talking to Engineering
Compensation & Growth Path
Base Salary: €45,000 - €55,000
Variable: 10% based on company performance
Benefits: Private medical insurance
Location: Barcelona, Spain (on-site, with flexibility as needed)
Travel: Expected from time to time to meet customers
Reports to: Co-Founder & CTO
Why Join Acai?
🚀 High-Impact Role — You're not the 15th CS hire executing someone else's playbook; you're helping build it
💰 Revenue Responsibility — You'll own expansion conversations with commercial authority from day 1
🎯 Product Influence — Your customer insights directly shape our roadmap
📈 Learning & Growth — Travel industry, enterprise SaaS, AI/automation, and scaling CS
🌍 Customers Who Matter — Work with sophisticated enterprises solving real problems
🧘 Smart Team, No Bureaucracy — 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