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Senior Director of Customer Success

Barcelona

At Amenitiz, we’re on a mission to simplify hospitality management, whether it's in the bustling streets of Paris or the serene Uyuni Salt Flats of Bolivia.

Empowering over 14,000 hoteliers worldwide, we’re more than just another SaaS scale-up—we’re revolutionizing one of the world’s oldest industries. With over $50 million raised from top-tier VCs who back disruptive giants like Alibaba, Toast, Zendesk, Delivery Hero, Revolut, and Loom, we've been recognized as a TravelTech Titan and one of Wired's hottest start-ups.

Our team, nearly 320 strong, based in beautiful Barcelona. At Amenitiz, we cultivate a culture of positivity and personal growth. Our team members are enthusiastic, thrive on ownership, and excel in collaboration. Every day, we lead by example, prioritizing client satisfaction and executing with excellence. We are committed to making a positive impact wherever we go.

About the role

We are about to embark on the next step of building our revenue organisation and we are looking for an operationally & analytically minded Senior Director of Customer Success to help us build the Customer Success team at Amenitiz!

This will be a unique opportunity to build and lead this function from the ground up, integrating Account Management and Retention under one cohesive strategy, establishing key processes, and shape a high-impact team that will directly influence the company’s long-term growth.

What you will own

  • Customer Success strategy & leadership - Define and execute the Customer Success vision, aligning with business objectives. Establish the strategy for Customer Success, Account Management, and Retention, setting clear KPIs to achieve 110%+ Net Revenue Retention 📈.
  • Customer engagement & retention - Implement best-in-class engagement models to drive adoption, retention, and expansion. Own the customer lifecycle management, proactively identifying pain points and reducing churn through data-driven insights.
  • Team leadership & development - Hire, mentor, and scale a high-performing Customer Success team, including Account Managers (by region) and the Retention team. Foster a customer-first culture, ensuring every interaction adds value.
  • Operational excellence & data-driven execution - Leverage customer segmentation and analytics to implement tailored success strategies. Drive operational improvements, ensuring seamless customer journeys and high-impact touchpoints.
  • Cross-functional collaboration & strategic influence - Partner closely with Product, Sales, Marketing, and Revenue Operations to enhance the customer experience. Develop insights that inform product improvements, sales enablement, and go-to-market strategies 🚀.

What you’ll need to succeed

  • A builders mindset, you have previous experience building everything to do with Customer Success from scratch and are comfortable being hands on and working in ambiguity.
  • An operational approach, you have experience building processes, you know how to look at the entire customer lifecycle and identifying the right sequences, segmentations & touch points to ensure our customers are happy.
  • Strong leadership experience, having built and scaled teams across multiple markets.
  • Data-driven decision-making skills, leveraging analytics to drive customer segmentation, engagement, and growth. 
  • Proven experience in SMB Customer Success, managing high-volume customer portfolios.
  • Ability to thrive in high-growth, fast-changing environments, with a proactive and problem-solving approach.
  • Exceptional stakeholder management, collaborating cross-functionally to enhance the customer journey.

Why join Amenitiz?

  • 🚀 High-impact role: Build and scale a Customer Success team in a fast-growing startup.
  • 🌍 Ownership & Autonomy: Influence long-term strategy while having a direct impact on our business growth.
  • 🏆 Great Culture: A team of passionate, talented people who value collaboration, ownership, and continuous improvement.

Our Benefits

  • 💊 Extensive medical, and wellness coverage to ensure you’re feeling great physically and mentally.
  • 💰 We provide Stock Options that ensure you have ownership in our success.
  • 🥐 Our beautiful and spacious office is located right in the heart of Barcelona (Ronda de Sant Pere). Daily fruits, Tuesday breakfasts, Thursday after-office, and everyday sunshine and views at the rooftop.
  • 🎉 We do monthly team-building activities. From sailing the Mediterranean Sea and shows like Cirque du Soleil, to poetry, cooking, or magic workshops.
  • 💳 Forget about waiting till the end of the month to get paid. Access your salary any day you want!
  • 🍽️ Flexible remuneration: enjoy saving on restaurants, kindergarten, transport, and training.
  • 📈 Exponential growth opportunities within an energetic, fast-growing, and international environment (35+ nationalities).
  • 📓 Eager to be inspired and learn? We will buy ANY book you want, while also having a deep library with amazing knowledge to trigger your growth.

 

If you’re a strategic thinker with a passion for driving growth and innovation, we want to hear from you! Apply now to join our team and be a part of our exciting journey at Amenitiz!

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