Guesty
Guesty
Guesty dezvoltă o platformă tehnologică completă pentru companiile din domeniul ospitalității. Software-ul său reunește instrumente care ajută echipele din ospitalitate să gestioneze operațiunile de zi cu zi, să automatizeze activitățile repetitive, să îmbunătățească eficiența și să creeze experiențe mai bune pentru oaspeți. Cu sprijinul unei echipe dedicate de ingineri și al unei expertize solide în ospitalitate, Guesty se concentrează pe a ajuta companiile să își simplifice operațiunile și să se dezvolte.

Senior Customer Success Team Lead - Mexico Remote

Lead a global team of Customer Success Managers serving SMB clients across the Americas. Own retention, upsells, account growth, and scalable customer success operations at Guesty.

Descriere

  • Manage and grow the SMB customer segment across the Americas
  • Lead 6–8 global Customer Success Managers supporting more than 1,000 clients
  • Improve customer retention, upsell performance, and overall account growth
  • Partner with the Director to develop scalable team processes
  • Digitize and improve the customer journey
  • Coach CSMs in strategic customer conversations
  • Mentor CSMs to achieve and exceed performance goals
  • Conduct performance reviews and provide continuous feedback
  • Use customer data and trends to identify process improvements and strategic initiatives
  • Report team performance and portfolio health to senior leadership
  • Resolve significant customer escalations while maintaining key account relationships
  • Work with Operations, Sales, and Onboarding to remove cross-functional blockers
  • Promote high-quality execution, proactive improvement, and internal collaboration

Cerințe

  • Demonstrated experience managing at least five CSMs in a B2B SaaS environment, preferably internationally
  • Proven success closing upsells and managing a large B2B SaaS account portfolio
  • Strong communication and interpersonal abilities, strategic thinking, and the capacity to align customer success plans with business objectives across cultures and time zones
  • Experience managing complex customer situations and de-escalating issues
  • Proficiency with CRM, customer success, and business intelligence tools; Salesforce is strongly preferred
  • Understanding of the SMB market and its specific challenges is preferred
  • Experience in the short-term rental industry is a significant advantage

Beneficii

  • Equal employment opportunities are provided regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law

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