Lead Customer Success Manager

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.

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.

• 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

• 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

• 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)

• 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)

• Advocate for customer needs in product processes

• 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

• 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)

• 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

• 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

🚀 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