Mapal Group is looking for a Madrid based Key Account Manager (KAM). This role report to Global Client & Strategic Partnership Officer.

Role Overview

The Key Account Manager (KAM) is responsible for the commercial ownership and long-term success of a portfolio of strategic accounts.

The role focuses on retention, renewals, ARR growth, and account development, working in close collaboration with the Global Client & Strategic Partnership Officer, Product, and Customer Operations.

You will act as the main commercial point of contact for key customers, ensuring alignment between customer objectives and Mapal’s solutions.

Key Responsibilities

• Own and manage the day-to-day operations of a portfolio of strategic SaaS B2B accounts
• Build long-term relationships with decision-makers and key stakeholders
• Coordinate with internal teams to deliver a high-quality customer experience
• Ensure successful onboarding, adoption, and value realization of Mapal’s solutions
• Conduct regular business reviews (QBRs) with customers
• Drive account growth through upselling, cross-selling, and contract renewals negotiation in close collaboration with the Global Client & Strategic Partnership Officer
• Jointly develop key account plans to ensure customer ROI and growth
• Act as the voice of the customer internally, collaborating with Product and Support
• Monitor account health and proactively mitigate churn risks

Key Challenges

• Managing complex, multi-stakeholder enterprise accounts that have purchased multiple Mapal solutions
• Balancing customer success and commercial growth objectives
• Driving product adoption across multiple countries, sites and user profiles
• Navigating long sales cycles and renewal negotiations
• Maintaining high satisfaction in a fast-paced SaaS environment
• Adapting to different market dynamics (Europe, international geographic span)
• Ensuring alignment between customer expectations and product capabilities

Key Performance Indicators (KPIs)

• Customer health: Renewal rate/ churn rate
• Customer satisfaction: NPS
• Upsell / Cross-sell revenue and conversion
• Pipeline value from existing accounts
• Product adoption & service metrics

Required Experience & Skills

• Proven experience as a Key Account Manager or Account Manager for large enterprise customers in B2B SaaS
• Experience managing multi-country and multi-product customers
• Strong commercial and negotiation skills
• Ability to manage long-term strategic relationships
• Excellent communication and presentation skills
• Data-driven mindset with experience using CRM tools (Dynamics, Planhat or similar)
• Comfortable working in an international, cross-functional environment
• Languages: Spanish, French, English (fluent)

Who are we?

We’re Mapal, a European leader in hospitality software. Since 2008, we’ve been building technology solutions that help thousands of businesses manage their operations more efficiently. Now, we’re using generative AI to revolutionize the industry. The Key Account organisation has been recently created and regroups our largest and most loyal customers. We have an ambition to grow to a €100M business by 2030 and Key Accounts will form a critical path to that growth journey. We are looking for an ambitious professional who is going to help us build best practices on how to manage our top customers. You will join a tenured team of talented Key Account Managers who care deeply to deliver significant customer ROI, which is a necessary foundation for future growth.

Our culture is shaped by six core values: Commitment, Customer Obsession, One Team, Ownership, Resilience, and Think Big. These values drive everything we do, from how we support our customers to how we work together as a team. We seek individuals who embody these values, bringing passion and creativity to their work, taking ownership of their contributions, and embracing collaboration and innovation to achieve ambitious goal

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.