Customer Success Team Lead - SMB

About Guesty

Guesty is a comprehensive platform that aids hospitality businesses worldwide in automating, optimizing, and scaling their operations efficiently. As a rapidly expanding global startup, it reshapes the industry from enhancing guest experiences to fostering business growth. Integrating with over 150 industry partners including Airbnb, Vrbo, Booking.com, Expedia, and Google Travel, Guesty equips property managers with the tools needed for superior guest services and streamlined data-driven operations. The company boasts a diverse workforce of more than 900 employees across 16 countries, united in their mission to innovate hospitality technology.

Role Overview

The Customer Success Team Lead will oversee and develop the SMB customer segment within the EMEA region. This leader will manage a global team of 5 Customer Success Managers (CSMs), who serve over 800 clients, and will be accountable for enhancing customer retention, driving upselling opportunities, and expanding account growth. In addition, the role supports the Director in designing scalable workflows, digitizing the customer journey, and mentoring CSMs to engage in strategic client conversations.

Responsibilities

• Guide and support a global team of CSMs, motivating them to achieve and surpass goals.
• Perform regular performance evaluations and offer continuous constructive feedback.
• Analyze customer-related data and trends to uncover areas for process optimization and strategic planning.
• Provide leadership with comprehensive reports on team performance and portfolio status.
• Handle escalated customer issues with a focus on maintaining strong relationships with major accounts.
• Collaborate with cross-functional units including Operations, Sales, and Onboarding to eliminate obstacles for the team.
• Promote a culture of excellence by enhancing team output, suggesting proactive improvements, and fostering collaboration within the organization.

Requirements

• Demonstrated experience managing three or more CSMs within a B2B SaaS international setting.
• Proven success in achieving upsells and managing a large portfolio of accounts.
• Strong communication and interpersonal skills coupled with strategic thinking to align customer success initiatives with overarching business objectives across diverse cultures and time zones.
• Expertise in managing complex customer situations and resolving conflicts effectively.
• Proficiency with CRM platforms, Customer Success software, and Business Intelligence tools, particularly Salesforce.
• Knowledge of the SMB market's unique dynamics is preferred.
• Experience in the short-term rental sector is a significant advantage.
• Applicants based in Barcelona must be available to work in-office twice weekly; other locations offer fully remote work.

Additional Information

Guesty is an Equal Opportunity Employer committed to fostering diversity and inclusivity. Employment opportunities are provided without discrimination based on race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any legally protected characteristic.