B2b Customer Success Specialist

Key Requirements: Fluent English, travel industry experience, and customer-facing experience

Mogu is a vertical SaaS platform for travel agencies that is revolutionizing how agents manage proposals, bookings, and payments. We specialize in group and tailor-made travel, a market that continues to grow year after year.

After closing a €2.2M funding round, we are ready to scale the product and grow from our current 500 agencies to more than 2,000 by 2027.

Agency-organized trips are often better and not more expensive. At Mogu, we believe in their value and partner with agencies to help them reach travelers more effectively and deliver unique experiences. There are more than 540,000 travel agencies worldwide, and that number grows by 3% every year. Our goal is to reach tens of thousands of agencies and improve the travel experiences of millions of travelers.

We are looking for a Customer Success Specialist with a strong service mindset and a passion for building close relationships with customers. This role is key to ensuring that our travel agency clients get the most out of Mogu from day one.

We are looking for someone who can combine the best of both worlds: using tools and automation to be efficient while maintaining the human touch when it truly matters. Someone who knows when a customer needs a phone call, a personalized video, or even an in-person visit, and when a well-crafted asynchronous response is enough.

You will be part of the Post-Sales team, working closely with the rest of the team to support customers throughout their entire lifecycle: onboarding, training, support, proactive account management, and renewals.

We already have more than 1,100 active users who spend an average of 1 hour and 30 minutes per day on the platform. Thanks to Amplitude, we have excellent product usage metrics that allow us to make data-driven decisions and anticipate issues before they arise.

We work with HubSpot and Intercom, where we have integrated an AI assistant that helped us cut ticket response times in half in 2025. We believe in a hybrid model: using technology to eliminate repetitive manual work while reserving human interaction for moments where it truly adds value.

• Build trusted relationships with your assigned customers.
• Know when a phone call, video call, or personalized video makes a difference, and when it is not necessary.
• Visit customers in person when the situation requires it.
• Improve and train Intercom's AI assistant so it can resolve more cases autonomously.
• Support new customers through onboarding and activation on the platform.
• Conduct proactive account management , identifying risk signals before they escalate.
• Resolve functional issues quickly, clearly, and with empathy.
• Gather customer feedback and share it with the Product and Engineering teams.
• Contribute to improving documentation and help resources.
• Leverage data (Amplitude) to understand usage patterns and prioritize actions.
• 2+ years of experience in customer support, customer service, or customer success.
• Previous experience in SaaS or technology companies (required).
• Excellent written and verbal communication skills.
• Enjoy working with customers and know when direct interaction is needed.
• Interest in technology and automation: you see AI as an ally, not a threat.
• Natural empathy and the ability to connect with people from diverse backgrounds.
• Proactive mindset: you don't wait to be told what to do—you anticipate needs.
• Comfortable using support tools such as Intercom, Zendesk, or similar platforms.
• Willingness to travel occasionally to visit customers.
• Experience in the travel industry is a plus.

• Work model: Remote or hybrid (offices in Seville and Madrid).
• Vacation: 23 working days per year (including your birthday off).
• Flexible compensation through Cobee: childcare, meals, healthcare, transportation, and training.
• Access to top-tier investors and mentors.
• Analytical tools and resources to make data-driven decisions.
• A meaningful challenge with direct impact and the freedom to make decisions.

Alberto Asuero (CEO, MOGU). Engineer with more than 15 years of experience. Former CTO of CARTO and former Co-CEO of Geographica, which was acquired by CARTO with 45 employees. He has directly managed more than 200 engineers across 14 countries over the last 5 years. He helped CARTO transition to a cloud-native architecture capable of handling massive datasets using Google BigQuery, AWS, Snowflake, Databricks, and more. He also served on the Steering Committee of vis.Gl for two years, one of the largest