Guesty
Guesty
501 – 1,000 Employees
ConsultingHospitalityLogistics
Guesty develops an all-in-one technology platform for hospitality businesses. Its software brings together tools that help hospitality teams manage day-to-day operations, automate repetitive work, improve efficiency, and create better guest experiences. Supported by a dedicated engineering team and deep hospitality expertise, Guesty focuses on helping businesses streamline their operations and grow.

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.

Description

  • 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

Requirements

  • 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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