Associate Business Analyst – Gurugram, India | EXL
EXL
Support business process reviews, requirements documentation, and entry-level data analysis. Work with senior analysts and project teams in a hybrid role based in Gurugram.
Open
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 - Colombia Remote
Lead a global customer success team at Guesty, an all-in-one hospitality operations platform. Own retention, upsells, account growth, and scalable success programs for SMB customers across the Americas.
Description
- Lead and develop global Customer Success Managers against performance goals
- Run regular reviews and deliver continuous coaching and feedback
- Use customer data and trends to uncover process improvements and strategic opportunities
- Present team performance and portfolio health updates to senior leadership
- Own complex customer escalations while strengthening relationships with key accounts
- Partner with Operations, Sales, and Onboarding to remove team blockers
- Create scalable operating processes and digitize the customer journey
- Coach Customer Success Managers in leading strategic client conversations
- Increase retention, upsell activity, and account growth across the Americas SMB segment
- Elevate team standards through high-quality execution, proactive improvements, and effective collaboration
Requirements
- Experience managing at least five CSMs in an international B2B SaaS environment
- Demonstrated success closing upsells while managing a large B2B SaaS account portfolio
- Strong communication, interpersonal, and strategic-thinking skills, with the ability to align customer success plans to business objectives across cultures and time zones
- Ability to manage complex customer situations and de-escalate challenging interactions
- Proficiency with CRM, Customer Success, and business intelligence tools; Salesforce experience is strongly preferred
- Understanding of the SMB market and its specific challenges is preferred
- Short-term rental industry experience is a significant advantage
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