Senior Customer Success Manager

Description

Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.

Today, Guesty has 15 offices and 700+ team members across the globe.

As a Customer Success manager, you will play a crucial role in maintaining and enhancing the relationships with our valued clients. You will serve as the primary point of contact, ensuring their needs are met and their expectations are exceeded. Your focus will be on driving customer success, fostering growth opportunities, and ultimately contributing to the overall success of our business.

Responsibilities

• Serve as Trusted Advisor: Build and nurture strong, long-lasting relationships with clients, becoming their trusted advisor and advocate within the company.
• Oversee Onboarding Process: Be the point of escalation for clients as they progress through the onboarding process with our professional services team, helping to ensure a seamless and successful transition from sales to implementation and beyond.
• Retention and Growth: Take ownership of your book of business, focusing on retention and driving growth opportunities through contract renewals, upsell opportunities, and strategic guidance.
• Business Reviews: Conduct regular business reviews with clients to review performance metrics, identify areas for improvement, and present new solutions to enhance their experience.
• Product Understanding: Maintain a deep understanding of our product offerings, staying updated on new features, enhancements, and best practices.

Requirements

Key Skills:

• The Customer Success Manager will work with clients across APAC.
• Strong Communication: Exceptional verbal and written communication skills are essential for effectively engaging with clients and internal stakeholders.
• Relationship Management: Proven ability to build and maintain strong relationships with clients, understanding their needs and aligning solutions to meet their goals.
• Negotiation Skills: Experience in negotiating contract terms, handling objections, and closing deals to drive revenue growth.
• Problem-Solving: Ability to identify challenges and proactively find solutions to address client concerns or issues.
• Strategic Thinking: Capacity to think analytically, providing valuable insights and guidance to clients to drive mutual success.
• Organisation and Time Management: Strong organisational skills and the ability to manage multiple priorities and deadlines effectively.
• Team Player: Collaborative mindset, with the ability to work closely with cross-functional teams to deliver exceptional results for clients.

Qualifications:

• Minimum of 3 years of experience in account management or customer success roles within the SaaS software industry or in a technology-driven environment.
• Proven track record of meeting and exceeding sales targets and customer satisfaction metrics.
• Familiarity with CRM software (Salesforce experience is preferred) and proficiency in Google Suite.

Join our dynamic team and make a significant impact by driving customer success and contributing to the growth of our business. If you are passionate about building relationships, solving problems, and delivering exceptional customer experiences, we want to hear from you!

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.