Customer Success Team Lead

Guesty is a fast-growing global startup providing an all-in-one platform for hospitality businesses to automate, optimize, and scale their operations, with a focus on customer success and strategic growth.

Location: Remote (EMEA)

Responsibilities

• Lead and mentor a team of global Customer Success Managers (CSMs), ensuring they meet and exceed performance targets
• Conduct regular performance reviews and provide ongoing feedback to 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

Requirements

• Proven track record of managing 3+ CSMs in the B2B SaaS environment, ideally in an international environment
• Proven track record of successfully closing upsells and managing 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
• Proficiency in CRM systems, Customer Success tools and BI tools (Salesforce strongly preferred)
• Familiarity with the SMB market and its unique challenges (preferred)
• Experience in the short-term rental industry is a huge advantage
• Barcelona-based candidates must work from the office twice a week; all other locations mentioned are fully remote.