Senior Customer Success Manager
€38k - €45k 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 Senior Customer Success Manager to own the post-sale customer journey end-to-end for a portfolio of 4-6 accounts—from onboarding through adoption, value realization, and renewal. You'll work alongside a Lead CSM who handles our largest enterprise accounts, while you ensure consistent success across your book of business.
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—triaging issues, opening incidents, tracking bugs with Product & Engineering, and staying on top of their day-to-day operations. You're not doing occasional check-ins; you're deeply familiar with how your customers use the product every day.
You'll directly impact customer retention (target: >95% GRR) while helping build the processes that will scale with us. You'll report directly to the Co-Founder & CTO, with a clear growth path to Lead CSM or strategic accounts as we expand.
What You'll Own
Day-to-Day Operations & Support (30%)
Be the go-to person for customer issues and questions
Triage incoming requests—resolve what you can, escalate what you can't
Respond quickly to keep customers unblocked (target: <3 hours response during business hours)
Open and document incidents in Linear; create clear bug reports with reproduction steps, customer impact, and priority
Track issues through resolution with Product & Engineering—you own the issue until it's closed
Monitor customer usage patterns and automation performance; spot anomalies before customers report them
Customer Relationship & Engagement (25%)
Conduct regular Pulse Checks with customers (bi-weekly during onboarding, 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
Customer Health & Retention (25%)
Review health dashboards weekly to spot trends across your portfolio
Identify at-risk signals early and flag to leadership
Execute intervention playbooks for struggling accounts
Own renewal processes and timeline management
Document patterns and contribute to early warning system improvements
Expansion Support & Commercial Awareness (10%)
Spot expansion opportunities during customer conversations
Flag qualified opportunities to Lead CSM or leadership
Support expansion conversations with customer context and data
Understand customer ROI and value realization
Process Building & Voice of Customer (10%)
Partner with Product on feature requests and bug prioritization
Document customer feedback with context and business impact
Contribute to CS documentation, playbooks, and templates
Help define what "good" looks like as we scale
Your Profile
Must-Haves:
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
Fluent English and Spanish required
Nice-to-Haves:
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
Compensation & Growth Path
Base Salary: €38,000 - €45,000
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
Growth Path: Clear opportunity to move to Lead CSM or strategic accounts as we scale
Why Join Acai?
🚀 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