Senior Customer Success Manager

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.

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?

— Help define CS processes that future hires will use

— Opportunity to move to Lead CSM or strategic accounts

— Your accounts, your relationships, your impact

— Your customer insights shape what we build

— Travel industry, enterprise SaaS, AI/automation

— Work directly with founders in a Zen-inspired culture focused on self-awareness and empowerment

☕ — 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