CX Manager of Enterprise Account Management Spanish Market

About the Position

CX Manager of Enterprise Account Management Spanish Market

• Type: Permanent
• Location: Barcelona, ES
• Salary: €60,000 - €70,000 Annual
• Work Type: Hybrid

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At Factorial, we're looking for a Manager of Enterprise Accounts to join our Customer Experience leadership team and own the performance of our most strategically important accounts.

You will manage a team of Key Account Managers, each of whom owns a portfolio of the largest and most important enterprise accounts. Your job is to make sure the full enterprise book grows, renews cleanly, and deepens product adoption - while building the commercial capability of your KAMs to operate at C-suite level.

You'll report directly to the Head of XL Accounts and partner closely with Enterprise Sales, Product, and Finance.

Responsibilities

• Portfolio ownership: Drive Net Dollar Retention, Gross Renewal Rate, and expansion ARR across the full account portfolio. You own the number - not just the process.
• Commercial leadership on renewals: Lead or co-lead the most complex, highest-risk contract renewals in the portfolio. You will be present in negotiations where the outcome materially affects company ARR, and you will coach KAMs through the ones they own independently.
• Executive relationship management: Build and maintain direct relationships with C-Level stakeholders, Procurement Directors, and HR leadership across key accounts. You are the escalation point when relationships need senior presence - and you use those relationships proactively, not just reactively.
• Account health governance: Define and enforce the methodology for account health management: stakeholder coverage, QBR cadence, product usage benchmarks, and early churn signals. You use data to drive commercial decisions, not just to report on them.
• Team development: Manage a team of 4–5 KAMs. Set clear performance expectations, run structured 1:1s focused on commercial skill development, and build the kind of team where KAMs grow into senior commercial leaders.
• Cross-functional influence: Represent the enterprise customer base in conversations with Product, Engineering, and Finance. You translate what you see in the field into structured feedback that influences roadmap and pricing decisions.
• Revenue forecasting: Own the renewal forecast for the enterprise portfolio. Provide accurate, methodology-backed pipeline visibility to VP and CFO on a monthly basis.

Requirements

• Enterprise SaaS/Consultancy background: +4 years of experience in enterprise customer success, account management, or commercial roles within a SaaS company or consultancy.
• Commercial track record: Demonstrable history of owning a revenue number - NDR, GRR, or expansion ARR - and hitting it.
• Negotiation at executive level: Proven experience leading contract negotiations with procurement teams and C-Suite decision-makers.
• People leadership: Experience managing and developing individual contributors in a commercial environment.
• Analytical rigour: You make decisions from data. You know what NDR, GRR, NPS, and churn rate mean commercially, and you can build a renewal forecast that Finance trusts.
• Language skills: Native in Spanish and Fluent in English. Additional languages are a strong asset given the international nature of the portfolio.
• Fast paced environment: You thrive in environments where the process isn't always fully built yet. You can create structure without needing it handed to you.

We Offer

• Competitive ESOP plan
• Alan as private health insurance
• High growth, multicultural and friendly environment
• Healthy life with Wellhub (Gyms, pools, outdoor classes)
• Save expenses with Cobee
• Language classes
• Breakfast in the office and organic fruit
• Food discounts with Nora
• Pet Friendly
• Much more that we'll spill during the interview process

About the Company

Founded in Barcelona in 2016, we now have +1,700 employees serving more than 16,000 companies across 112 countries.

Factorial started with a simple idea: companies were spending too much time managing processes and not enough time doing the work they were hired to do: their best work.

But as companies grow, work gets more disconnected. More people, more tools, more information, and more time spent connecting the dots. Generic AI can answer questions, but it doesn’t know your company. Every time, you have to give it the context.

Factorial is different. Because it’s inside the company, it already knows how it works, including its people, processes, policies, and data. So you can ask it to do real work, from screening candidates and managing expenses to answering questions and creating reports.

AI isn’t the goal. Giving people back their time is.

Factorial is the AI for Business that knows companies, connects how work happens across the business, and turns that context into action.

When work changes, so do we.

We believe in diverse talent: we welcome applicants from all backgrounds and strongly encourage people of diverse experiences and identities to apply.

We believe in inclusion: we are committed to equal opportunities and actively promote workplace inclusion of people with disabilities. If you would like to learn more about our inclusive recruitment processes, you are welcome to indicate so optionally and we will share additional information with you.

Our Values

• We own it: We take responsibility for every project. We make decisions, not excuses.
• We learn and teach: We're dedicated to learning something new every day and, above all, share it.
• We partner: Every decision is a team decision. We trust each other.
• We grow fast: We act fast. We think that the worst mistake is not learning from them.

Want to learn more about us? Check our website!

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