Customer Success Manager (CSM)
UnderstoryWho is Understory?
This is not the average job post. And we are not the average company.
Laura is a kind, creative, positive soul who loves to cook and loves teaching others to cook. So she started a company offering cooking classes for locals and tourists. The venue is authentic and beautiful - her taste is unique and welcoming. The classes are thoughtfully designed. Every detail is considered. And the bookings start to tick in - from people she knows, from views on Instagram, from word of mouth. It works. Laura gets to do what she loves, creating strong memories for people from all over the world.
But she is also starting to struggle. Managing participants. Hiring and training instructors. Chasing invoices. And the quiet pressure underneath it all: making sure more bookings arrive tomorrow than today.
That passion, and that struggle, is what Understory is built on.
Understory is a vertical-focused, multi-product operating system for experience businesses. With it, creators like Laura manage operations, accept payments, build beautiful websites, and automatically grow bookings across channels. Even the bookkeeping runs itself. AI is natively built into most of this, ensuring it works and scales, but that's not the point. The point is that Laura is empowered to live the life she has always dreamed of.
There are hundreds of thousands of Lauras across Europe and beyond, and no one has built the platform they deserve, yet. We intend to. We have the product, customers in 10+ countries, and a recently raised €12m Series A to be the driving force in a fragmented market.
Now we are launching Spain — and once our customers are live, there's a whole world of value they haven't unlocked yet. Your job is to help them get there.
Your role in this
As a Customer Success Manager (CSM), you will take ownership of customer relationships right after customers are live and have processed their first bookings. You are accountable for driving continuous product adoption, long-term retention, value realization, and spotting expansion opportunities to ensure our experience creators thrive on the platform over the years ahead.
Key Responsibilities:
Own a dedicated portfolio of customers post-adoption, building trusted, long-term partnerships as their primary contact.
Drive full customer lifecycle retention, aiming for a target yearly ARR retention rate of 110%.
Help customers embed the software into their daily operations to increase booking volumes and platform utilization.
Monitor customer health scores, usage data, and engagement trends to proactively address risks and unlock new growth opportunities.
Handle direct account support, renewals, and collaborate with Customer Growth Managers and Sales on expansion initiatives.
Maintain accurate account records, health scores, and pipeline stages within HubSpot.
Share structured customer insights and feedback with Product and Go-to-Market teams to continually improve localized features.
What should you bring?
Must-Haves:
Experience in Customer Success, Account Management, or adjacent customer-facing roles.
Native Spanish speaker, alongside strong professional English.
Strong communication, stakeholder management, and empathetic relationship-building skills.
A structured, proactive mindset with a strong sense of ownership over your portfolio.
Comfort analyzing customer data, health scores, and business health metrics to drive account growth beyond initial setup.
Cultural adaptability and the ability to connect with local business owners in Spain.
Nice-to-Haves:
Prior experience in SaaS Customer Success or tech startups.
Familiarity with booking platforms, travel, hospitality, or marketplace models.
Experience using tools like HubSpot or Gong.
Proficiency in additional European languages.
What it is like to work here
Launching a new market means you'll be on the front lines! The excitement of buildi