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• CX Manager of Enterprise Account Management Spanish Market

• Permanent
• Full time
• €60,000 - €70,000 Annual
• Hybrid (Barcelona, CT, Spain)
• CX/Customer Services

Hello! 👋

At Factorial we're looking for an 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.

About the team 👥

Our KAM team works with Factorial's most complex, highest-value clients - multinational companies, large domestic enterprises, and strategic accounts with significant ARR. These relationships require executive-level presence, commercial sophistication, and a deep understanding of how enterprise procurement and renewal cycles work.

The Enterprise Manager is the person who sets the commercial strategy for this portfolio, coaches KAMs through complex renewals and negotiations, and is ultimately accountable for the team's Net Dollar Retention.

The enterprise segment is one of our biggest strategic bets. This role sits at the centre of it.

What you'll do 📝

• 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.

What are we looking for 🎯

• Enterprise SaaS/Consultancy background +4 years of experience in enterprise customer success, account management, or commercial roles within a SaaS company or consultancy. You've managed large accounts directly before leading others who do.

• Commercial track record Demonstrable history of owning a revenue number - NDR, GRR, or expansion ARR — and hitting it. You understand the commercial levers of enterprise SaaS and know how to pull them.

• Negotiation at executive level Proven experience leading contract negotiations with procurement teams and C-Suite decision-makers. You are comfortable in a room where the other side has outside counsel and a 6-month procurement process.

• People leadership Experience managing and developing individual contributors in a commercial environment. You know how to set high standards, give direct feedback, and build a team that performs under pressure.

• 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.
  

Perks of being part of Factorial 😎

• 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 Factorial 🚀

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!