Customer Success Team Lead - SMB Segment

About Guesty

Guesty is a comprehensive platform designed to assist hospitality businesses globally by automating, optimizing, and scaling their operations. As a rapidly growing international startup, Guesty is revolutionizing the hospitality industry, enhancing guest experiences and driving business expansion. The platform integrates with more than 150 partners such as Airbnb, Vrbo, Booking.com, Expedia, and Google Travel, empowering property managers to provide exceptional guest services while operating efficiently with data-driven insights. The company employs over 900 professionals across 16 countries, collaboratively advancing hospitality technology.

Role Overview

We are searching for a Customer Success Team Lead to oversee and grow our SMB client segment in the EMEA region. This position leads a global team of five Customer Success Managers responsible for supporting over 800 clients, focusing on customer retention, upselling, and overall account development. The team lead will also assist the Director in establishing scalable team processes, digitalizing customer interactions, and coaching CSMs to engage strategically with clients.

Key Responsibilities

• Lead and guide a worldwide team of Customer Success Managers, ensuring achievement and surpassing of performance goals
• Conduct frequent performance evaluations and deliver continuous constructive feedback
• Analyze customer data and trends to pinpoint improvement opportunities and develop strategic initiatives
• Provide senior leadership with reports on team efficiency and portfolio health
• Handle major customer escalations and maintain robust relationships with essential accounts
• Collaborate cross-functionally with departments such as Operations, Sales, and Onboarding to eliminate team obstacles
• Continuously enhance Customer Success team standards by delivering quality work, proposing proactive improvements, and fostering internal cooperation

Qualifications and Requirements

• Documented experience managing at least three CSMs within a B2B SaaS framework, ideally at an international scale
• Proven success in closing upsells and managing large account portfolios in a B2B SaaS context
• Strong communication and interpersonal capabilities coupled with strategic insight to align customer success initiatives with broad business objectives across diverse cultures and time zones
• Proven skill in managing complex customer scenarios and conflict resolution
• Proficient use of CRM software, Customer Success platforms, and Business Intelligence tools (Salesforce experience highly valued)
• Knowledge of the SMB market dynamics and challenges (preferred)
• Experience in the short-term rental industry is a significant plus
• For candidates based in Barcelona, attendance at the office is required twice weekly; other locations allow full remote work

Equal Opportunity Employer Statement

Guesty is committed to providing equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, age, nationality, disability, veteran status, pregnancy, sexual orientation, or any legally protected characteristic.