5+ years managing Customer Success Managers in B2B SaaS, preferably internationally
Proven success in upselling and managing a large account portfolio
Strong communication and interpersonal skills with strategic thinking ability
Experience handling complex customer situations and de-escalations
Proficient in CRM and Customer Success tools, Salesforce preferred
Familiarity with SMB market challenges is a plus
Experience in the short-term rental industry is advantageous
Responsibilities
Lead and mentor a global team of 6-8 Customer Success Managers
Conduct performance reviews and provide ongoing feedback
Analyze customer data to identify improvement opportunities
Report team performance and portfolio health to senior leadership
Manage high-level customer escalations and maintain key account relationships
Collaborate cross-functionally to resolve team blockers
Drive continuous improvement and high-quality work within the Customer Success team
Benefits
Opportunity to work in a dynamic global environment
Chance to develop high-performing teams
Engagement with a diverse client base of 1000+ SMB customers
Support from senior leadership in building scalable processes
Focus on strategic growth and customer retention
Full Job Description
Description
If you're passionate about Customer Success, have a talent for developing high-performing teams, and thrive in a dynamic global environment, we want to hear from you. Join us in ensuring success for our SMB customers and driving strategic growth for Guesty.
Responsibilities
We are looking for a Customer Success Team Lead to manage and develop our SMB segment in the Americas. The Team Lead will lead a global team of 6-8 CSMs responsible for 1000+ clients across the region, and be responsible for driving customer retention, upsells and overall account growth. This role will also support the Director in building scalable processes for the team, digitalising the customer journey, and coaching the CSMs on driving strategic conversations with clients.
Key responsibilities:
Lead and mentor a team of global CSMs, ensuring they meet and exceed performance targets
Conduct regular performance reviews and provide ongoing feedback to the team members
Analyze customer data and trends to identify opportunities for process improvement and strategic initiatives
Report on team performance and portfolio health to senior leadership
Manage high-level customer escalations and maintain strong relationships with key accounts
Work cross-functionally with other teams (Operations, Sales, Onboarding) to resolve blockers for your team
Continuously raise the bar on the Customer Success team with high quality work, proactive improvement suggestions and a high level of internal collaboration
Requirements
Qualifications:
Proven track record of managing 5+ CSMs in the B2B SaaS environment, ideally in an international environment
Proven track record of successfully closing upsells and managing high amount of accounts in a B2B Saas environment
Excellent communication and interpersonal skills, strategic thinking with the ability to align customer success strategies with business goals effectively across cultures and time zones
Demonstrated ability to handle complex customer situations and de-escalations
Proficiency in CRM systems, Customer Success tools and BI tools (Salesforce strongly preferred)
Familiarity with the SMB market and its unique challenges (preferred)
Experience in the short-term rental industry is a huge advantage
