Enterprise Customer Success Manager

About the Company

Guesty provides an all-in-one operating platform for hospitality businesses, helping them streamline processes, improve efficiency, and grow at scale. As a rapidly expanding global startup, the company is reshaping the hospitality industry by supporting both guest experience and business performance.

With a broad product ecosystem and integrations across 150+ industry partners such as Airbnb, Vrbo, Booking.com, Expedia, and Google Travel, Guesty helps property managers deliver excellent guest service while running smarter, more data-informed operations. The company has more than 900 team members across 16 countries and offers a fast-moving, international environment for people who want to make an impact.

Role Overview

Guesty is hiring a proactive Customer Success Manager to work with Americanos. In this position, you will be a strategic partner to enterprise customers, helping strengthen relationships, improve retention, and support revenue expansion.

Resumes must be submitted in English to be considered.

Key Responsibilities

• Manage strategic customer accounts and serve as the main contact for enterprise clients, building trusted relationships at the executive level.
• Take ownership of customer health, reduce risk, and consistently reinforce value to support strong gross retention outcomes.
• Grow net dollar retention by uncovering opportunities for cross-sell, upsell, and deeper product usage.
• Work with Business Program Managers on renewals, contract extensions, expansion opportunities, and multi-year agreements.
• Create and run success plans that increase adoption, usage, and measurable business results.
• Lead regular executive business reviews to align on priorities, show return on investment, and surface growth potential.
• Track account risk signals early and act quickly to help prevent churn or downsizing.
• Represent the customer’s perspective internally and influence product, support, and go-to-market decisions.
• Partner across Sales, Product, Support, and Marketing to deliver a smooth customer experience.

Requirements

• At least 5 years of experience in Customer Success, Account Management, or a similar role, ideally within enterprise SaaS.
• A strong history of managing high-value accounts and contributing to revenue growth.
• Solid commercial judgment, including hands-on experience with upselling and contract discussions.
• Polished executive presence along with clear and effective communication skills.
• A data-oriented approach with the ability to turn analysis into practical action.
• Comfort working cross-functionally in a fast-paced setting.
• Experience in hospitality or property management technology is considered an advantage.

Compensation

The on-target earnings for this role are in the range of 90-100 annually. Final compensation can differ depending on skills, experience, and location.

Equal Opportunity

Guesty is an equal opportunity employer and welcomes applicants and employees regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other legally protected characteristic.