Guesty
Guesty
Guesty आतिथ्य व्यवसायों के लिए एक ऑल-इन-वन प्रौद्योगिकी प्लेटफ़ॉर्म विकसित करता है। इसका सॉफ़्टवेयर ऐसे उपकरणों को एक साथ लाता है, जो आतिथ्य टीमों को दैनिक संचालन प्रबंधित करने, दोहराए जाने वाले कार्यों को स्वचालित करने, दक्षता बढ़ाने और मेहमानों के बेहतर अनुभव तैयार करने में मदद करते हैं। एक समर्पित इंजीनियरिंग टीम और आतिथ्य क्षेत्र की गहरी विशेषज्ञता के सहयोग से Guesty व्यवसायों को अपने संचालन को सुव्यवस्थित करने और विकास करने में मदद करने पर केंद्रित है।

Senior Customer Success Team Lead at Guesty - Remote Canada

Lead global customer success managers and SMB accounts across the Americas for Guesty’s hospitality operations platform. Own retention, expansion, strategic account growth, and scalable customer success practices.

विवरण

  • Lead and coach global customer success managers to achieve and exceed performance goals
  • Run regular performance reviews and provide continuous, actionable feedback
  • Use customer data and trends to uncover process improvements and strategic opportunities
  • Present team performance and portfolio health updates to senior leadership
  • Handle senior-level customer escalations while strengthening relationships with key accounts
  • Partner with Operations, Sales, and Onboarding to remove obstacles for the team
  • Elevate team standards through high-quality execution, proactive improvement ideas, and strong internal collaboration
  • Manage and grow the SMB customer segment across the Americas
  • Increase customer retention, upsell performance, and overall account growth
  • Assist the Director with scalable processes, customer journey digitization, and coaching CSMs on strategic client discussions

आवश्यकताएँ

  • Demonstrated success managing five or more CSMs in a B2B SaaS environment, preferably in an international setting
  • Demonstrated success closing upsells while managing a large B2B SaaS account portfolio
  • Strong communication and relationship-building skills, strategic judgment, and the ability to align customer success programs with business objectives across cultures and time zones
  • Proven ability to manage complex customer situations and de-escalate concerns
  • Proficiency with CRM, customer success, and business intelligence tools; Salesforce experience is strongly preferred
  • Understanding of the SMB market and its distinct challenges is preferred
  • Short-term rental industry experience is a significant advantage

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