Customer Success Team Lead

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 Team Lead, you will drive excellence across our SMB segment by leading a global team of CSMs while spearheading strategic initiatives to accelerate growth. Using data-driven insights, you will guide team strategy to maximize customer outcomes and exceed retention & growth targets across your team’s portfolio.

Responsibilities

• Lead a team of global CSM SMBs, guiding them in managing client relationships, resolving issues, and ensuring client satisfaction.
• Identify inefficiencies in the client management process and implement changes to streamline workflows and improve team metrics, customer health, and revenue growth
• Handle key escalations and support team with complex client situations
• Partner with department TLs (Sales, Onboarding, Support…) to enhance cross-functional collaboration and drive customer outcomes

Requirements

Key Skills:

• Strong leadership skills with proven track record growing and motivating CS teams to meet performance goals.
• Ability to track, analyze, and present key performance metrics, making decisions based on insights from data.
• Ability to coach & develop each team member effectively and consistently
• Effective task prioritization and time management skills, especially under high-pressure situations.
• Exceptional communication and presentation skills.

Requirements:

• 3+ years in SaaS Customer Success with at least 1+ year leading global CS teams
• Experience managing large portfolios with track record exceeding revenue targets through renewals and expansion
• Strong team-working skills with the ability to adapt to a fast-paced, international work environment and a passion for making an impact.
• Strong proficiency with Salesforce and CS tools

**Please note that this is a Remote position**

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Compensation range- $100k to $120k OTE annually

*Exact compensation may vary based on skills, experience, and location.*

- Benefits and Perks

Employees also receive access to the following benefits:

• Health, dental, vision, life, and disability insurance 
• 401(k) Retirement Savings Plan & Employer Match
• Paid time off
• All new employees receive a comprehensive virtual onboarding experience.
• Professional development opportunities

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.