Offer summary

Qualifications:

Minimum 3 years of experience in Customer Success or Enablement within SaaS or tech environments., Strong understanding of Customer Success strategies, lifecycle management, and performance metrics., Proven ability to develop and manage structured training or certification programs, familiar with LMS platforms., Excellent communication, facilitation, and interpersonal skills to engage diverse teams..

Key responsibilities:

Design and deliver onboarding, training, and certification programs for Customer Success Managers.

Create resources like playbooks and learning materials in collaboration with cross-functional teams.

Monitor and optimize team performance using KPIs and feedback, refining programs accordingly.

Provide coaching based on performance data to improve CSM skills and report on program impact to leadership.

Job description

Description

Guesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We’re a fast-growing global startup that’s transforming how the industry works — from guest experience to business growth.With a powerful suite of features and integrations with 150+ industry partners — including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and many more — Guesty empowers property managers to deliver top-tier guest experiences while running more efficient, data-driven operations.We’re proud to have over 800+ team members across 16 countries worldwide, all working together to build the future of hospitality technology.If you’re looking to grow your career in a dynamic, global, and impact-driven environment, we’d love to hear from you.

Are you passionate about empowering Customer Success teams to reach their full potential? We're looking for a Customer Success Enablement Manager to play a pivotal role in equipping our Customer Success Managers (CSMs) with the knowledge and skills they need to excel. In this role, you'll ensure that our Customer Success Managers (CSMs) are confident in showcasing Guesty's platform capabilities and staying ahead of industry trends. You'll achieve this by designing and implementing scalable learning and development initiatives, including a structured certification program directly tied to CSM growth and performance.

Responsibilities

What You'll Do:

Develop and Deliver Impactful Programs: Design and deliver comprehensive CS onboarding, continuous training, daily/weekly microlearning tips, and structured certification programs. These programs will build product expertise, enhance industry knowledge, and align with role expectations and career growth milestones.
Create Scalable Resources: Develop valuable resources like playbooks, learning paths, and internal/external materials. You'll collaborate with cross-functional teams (Product, Marketing, Operations, etc.) to support ongoing learning and improve operational efficiency.
Monitor and Optimize Performance: Track team performance using defined enablement KPIs, skill assessments, and feedback loops. You'll continuously refine programs to ensure maximum effectiveness.
Provide Targeted Coaching: Utilize AI-recorded calls and other performance data to identify coaching opportunities. You'll help CSMs refine their messaging, improve objection handling, and strengthen their consultative skills.

Report on Program Impact: Summarize program insights and impact for CS leadership, highlighting enablement successes, identifying knowledge gaps, and recommending strategic priorities.

Requirements

What You'll Bring:

Experience: 3+ years in Customer Success, Enablement, or a related function within a SaaS or tech-driven environment.
CS Expertise: A deep understanding of Customer Success strategies, lifecycle management, and performance metrics.
Program Development: Proven experience in building and managing engaging structured training or certification programs, along with familiarity with LMS platforms.
Exceptional Communication: Outstanding communication, facilitation, and interpersonal skills that enable you to inspire and drive engagement across diverse teams.

Strategic & Organized: A strategic mindset with strong project management skills, capable of balancing multiple priorities in a fast-paced environment.

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.

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