Customer Success Manager

About Mapal GroupAt Mapal Group, you'll find a fast-paced, agile, and multicultural environment where we move quickly to meet—and exceed—the needs of hospitality providers across the globe. Our passion for customer service and innovation is driving us to become the market leader in hospitality technology solutions for hotels, restaurants, pubs, bars, and institutional catering. As we continue to grow internationally, we are looking for a Customer Success Manager – SMB, to join our team and help our largest and most strategic customers maximize value from their partnership with Mapal.Role OverviewAs a Customer Success Manager, you will own and develop relationships with a portfolio of strategic hospitality customers across EMEA within the small-medium business accounts. You will act as a trusted advisor to executive and operational stakeholders, driving product adoption, customer satisfaction, retention, and growth. You will be responsible for ensuring customers achieve measurable business outcomes through the successful use of Mapal solutions, while identifying opportunities to expand our partnership and increase customer lifetime value. This role requires strong commercial acumen, executive-level relationship management skills, and the ability to navigate complex customer organizations.Key ResponsibilitiesManage a portfolio of strategic SMB customers, building strong relationships with executive sponsors, key decision-makers, and operational stakeholders.Act as a trusted advisor, understanding customer goals and challenges to develop success plans that drive long-term value and measurable business outcomes.Lead regular business reviews and strategic discussions, demonstrating ROI, identifying opportunities for improvement, and aligning on future objectives.Drive product adoption and engagement through proactive customer interactions, enablement initiatives, and sharing of industry best practices.Monitor customer health, usage trends, and success metrics to identify risks early and implement action plans to improve retention and satisfaction.Protect and grow recurring revenue by supporting renewals and identifying cross-sell and upsell opportunities in partnership with Sales.Collaborate closely with Product, Support, Professional Services, and Sales teams to ensure a seamless customer experience and successful resolution of customer needs.Maintain accurate customer records, account plans, and activity tracking within Customer Success platforms, while contributing to continuous improvements in processes and best practices.Key ChallengesManaging complex customer organisations with multiple stakeholders.Demonstrating measurable business value and ROI.Driving adoption across large and distributed teams.Balancing customer retention with growth opportunities.Navigating change and evolving customer priorities.QualificationsRequiredProving experience in Customer Success, Account Management, Consulting, or a related customer-facing role within a SaaS environment.Proven experience driving customer retention, adoption, and revenue growth.Strong stakeholder management skills, including experience engaging with decision makers executives.Experience managing complex customer organizations and multiple decision-makers.Fluent EnglishPreferredAdditional European languages such as French.Experience within Hospitality, Hotels, Restaurants, Retail, Workforce Management, Learning, or Operational SaaS solutions.Skills & CompetenciesStrategic and consultative mindset.Exceptional communication and presentation skills.Strong commercial awareness and business acumen.Ability to influence stakeholders at all organizational levels.Data-driven decision-making and analytical thinking.Excellent negotiation and objection-handling skills.Strong organizational and project management capabilities.Adaptable and comfortable in a fast-changing environment.Proactive, resilient, and solutions-oriented.Collaborative team player with a customer-first mentality.Success MetricsSuccess in this role will be measured through:Gross and Net Revenue Retention (GRR / NRR)Customer Health ScoresProduct Adoption and Engagement MetricsRenewal RatesExpansion RevenueCustomer Satisfaction (CSAT)Net Promoter Score (NPS)Executive Relationship StrengthWhat We OfferCompetitive salary and performance-based bonus.Hybrid working model based in Madrid.Career development and growth opportunities within a global SaaS organization.International, collaborative, and innovative work environment.Opportunity to work with some of the world's leading hospitality brands.A people-focused culture where your ideas and impact matter.Equal Employment Opportunity At Mapal, we believe our differences make us stronger. We’re proud to offer equal opportunities to everyone—no matter your background, identity, or life experience. What matters most to us is your talent, your passion, and the ideas you bring to our team. We’re committed to creating an inclusive workplace where everyone feels valued, respected, and supported. In line with European laws, we also provide reasonable accommodations for applicants and employees with disabilities. If you need any assistance during the application or interview process, do not hesitate to ask for it to the Talent Acquisition contact.