Customer Success Team Lead

About the Position

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.

We’re proud to have over 900+ team members across 16 countries worldwide, all working together to build the future of hospitality technology.

We are looking for a Customer Success Team Lead to join our team. If you're passionate about Customer Success, have a talent for developing high-performing teams, and thrive in a dynamic environment, we want to hear from you. Join us in ensuring success for our MM customers and driving strategic growth for Guesty.

Responsibilities

• Own team performance against retention, expansion, engagement, adoption, and activity KPIs; identify performance gaps early and develop individual and team-level action plans to improve results.
• Conduct weekly one-on-ones and review client calls to provide ongoing feedback and coaching opportunities to the team members.
• Analyze customer data and trends to identify opportunities for process improvement and strategic initiatives.
• Report on team performance and portfolio health to senior leadership.
• Manage high-level customer escalations and maintain strong relationships with key accounts.
• Work cross-functionally with other teams (Operations, Sales, Onboarding) to resolve blockers for your team.
• Continuously raise the bar on the Customer Success team with high-quality work, proactive improvement suggestions, and a high level of internal collaboration.
• Drive portfolio-management discipline across a high-volume Mid-Market book of business, helping CSMs prioritize risk, growth opportunities, strategic engagements, and proactive outreach.

Requirements

• Proven track record of managing 3+ CSMs in the B2B SaaS environment.
• Proven track record of successfully closing upsells, contract negotiations, and managing a high amount of accounts in a B2B SaaS environment.
• Excellent communication and interpersonal skills, strategic thinking with the ability to align customer success strategies with business goals effectively across cultures and time zones.
• Demonstrated ability to handle complex customer situations and de-escalations.
• Effective at creating and delivering creative solutions to mid-market sized customers.
• Proficiency in CRM systems, Customer Success tools, and BI tools (Salesforce strongly preferred).
• Familiarity with the MM market and its unique challenges (preferred).
• Experience in the short-term rental industry is a huge advantage.

We Offer

• Opportunity to work in a dynamic, global, and impact-driven environment.
• Be part of a fast-growing global startup transforming the hospitality industry.
• Competitive benefits and career growth opportunities.

About the Company

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.