Enterprise Customer Success Manager

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 900+ 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. 

Guesty is scaling its EMEA Customer Success. You will own a portfolio of enterprise and strategic accounts — the highest-MRR, highest-complexity accounts in EMEA — and be accountable for growing revenue, deepening SaaS product adoption, and protecting gross retention.

This is not a support role. You are a trusted commercial partner to your accounts and an internal advocate for their needs. You will lead executive relationships, drive structured expansion conversations, and work closely with Sales, RevOps, and Product to move the needle on SaaS attach and account health.

Responsibilities

Commercial Growth

• Drive SaaS upsell and cross-sell across your portfolio — Shield, GuestyPay, and other products — with a structured pipeline and a consistent conversation cadence
• Own expansion ARR targets and report weekly on pipeline, blockers, and close timelines
• Run proactive QBRs and EBRs focused on business outcomes and commercial opportunities, not status updates

Account Governance

• Maintain deep account knowledge — MRR, product adoption, health signals, renewal timing, stakeholder map
• Identify risk early and own recovery plans; churn should never be a surprise
• Ensure accounts are documented and operating within the agreed SLA and activity frameworks

Strategic Relationship Management

• Build and maintain multi-threaded executive relationships — not just the day-to-day contact
• Position yourself as a trusted advisor: your customers should see you as someone who understands their business and advocates for their success
• Manage escalations with calm and precision; know when to involve leadership and how to frame it

Internal Collaboration

• Partner with Sales on renewal and expansion plays; maintain clean handoffs and shared account intelligence
• Work with RevOps on CRM hygiene, tier tagging, and activity reporting
• Bring voice-of-customer insight into Product and leadership conversations — with data, not anecdote

Requirements

• 5+ years in enterprise Customer Success, Account Management, or a commercial AM role in a SaaS environment
• Demonstrable track record of owning and closing upsell and expansion revenue — not just supporting it
• Experience managing complex, multi-stakeholder accounts at senior level (Director / VP / C-suite)
• Strong commercial acumen: comfortable in conversations about ROI, unit economics, and business impact
• Structured communicator — written and verbal. Able to distil complexity into a clear recommendation or ask
• Churn instinct: reads account health signals early and acts before the red flag is visible to everyone
• Data-driven: uses CRM and product data to drive conversations, not just gut feel
• Collaborative by default — builds internal relationships as deliberately as external ones

Preferred

• Experience in property management, travel-tech, hospitality SaaS, or a platform with complex integrations
• Familiarity with Salesforce, Zuora, or similar CRM and billing systems
• Exposure to payments or fintech products as part of a broader SaaS portfolio
• Experience operating in a high-growth, scaling environment where process is still being built

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.