Skills
Customer Success Leadership
B2B SaaS Account Management
Salesforce CRM
About the Role
Guesty is seeking a Customer Success Team Lead to lead our SMB segment in EMEA. You’ll manage and develop a global team of Customer Success Managers (CSMs) supporting 800+ clients, with a focus on retention, upsells, and account growth. You’ll also partner with the Director to build scalable processes, improve the digital customer journey, and coach your team to drive strategic conversations.
Responsibilities
- Lead, mentor, and develop a global team of 5 CSMs to achieve and exceed performance targets
- Run regular performance reviews and provide continuous coaching and feedback
- Use customer data and trend analysis to identify opportunities for process improvements and strategic initiatives
- Report on team performance and overall portfolio health to senior leadership
- Handle high-level escalations while maintaining strong relationships with key accounts
- Collaborate cross-functionally with Operations, Sales, and Onboarding to remove blockers for your team
- Continuously raise the bar through proactive improvements and strong internal collaboration
Requirements
- Proven experience managing 3+ CSMs in a B2B SaaS environment, ideally in an international setting
- Track record of driving upsells and managing a high volume of B2B accounts
- Strong communication and interpersonal skills, with strategic thinking across cultures and time zones
- Demonstrated ability to manage complex customer situations and de-escalate effectively
- Hands-on experience with CRM and Customer Success/BI tools (Salesforce preferred)
- SMB market familiarity (preferred)
- Experience in the short-term rental industry (advantage)
- Location note: Barcelona-based candidates work from the office twice per week; other listed locations are fully remote
Benefits
- Opportunity to help scale customer success for a fast-growing global hospitality technology platform
- Work with cross-functional teams to improve processes and the digital customer experience
- Lead and grow a high-performing team in a dynamic, impact-driven environment
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