Customer Success Team Lead

Job summary

The Team Lead will manage a team of 7 CSMs across the U.S., Canada, and Mexico to drive customer retention, upsells, and account growth. They are responsible for coaching team members, analyzing performance data, and building scalable processes to improve the customer journey.

Job details

Guesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We’re a fast-growing global startup that’s transforming how the industry works — from guest experience to business growth. With a powerful suite of features and integrations with 150+ industry partners — including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and many more — Guesty empowers property managers to deliver top-tier guest experiences while running more efficient, data-driven operations. We’re proud to have over 900+ team members across 16 countries worldwide, all working together to build the future of hospitality technology. If you’re looking to grow your career in a dynamic, global, and impact-driven environment, we’d love to hear from you. We are looking for a Customer Success Team Lead to join our team. If you're passionate about Customer Success, have a talent for developing high-performing teams, and thrive in a dynamic environment, we want to hear from you. Join us in ensuring success for our MM customers and driving strategic growth for Guesty. We are looking for a Customer Success Team Lead to manage and develop our MM segment in the United States. The Team Lead will lead a team of 7 CSMs in the U.S., Canada and Mexico, responsible for 500+ clients across those regions, and be responsible for driving customer retention, upsells and overall account growth. This role will also support the Director in building scalable processes for the team, improving the customer journey, and coaching the CSMs on driving strategic conversations with clients. Responsibilities Own team performance against retention, expansion, engagement, adoption and activity KPIs; identify performance gaps early and develop individual and team-level action plans to improve results Conduct weekly one on ones and review client calls to provide ongoing feedback and coaching opportunities to the 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 Drive portfolio-management discipline across a high-volume Mid-Market book of business, helping CSMs prioritize risk, growth opportunities, strategic engagements and proactive outreach. Requirements Proven track record of managing 3+ CSMs in the B2B SaaS environment Proven track record of successfully closing upsells, contract negotiations, 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 Effective at creating and delivering creative solutions to mid-market sized customers Proficiency in CRM systems, Customer Success tools and BI tools (Salesforce strongly preferred) Familiarity with the MM market and its unique challenges (preferred) Experience in the short-term rental industry is a huge advantage Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

What you’ll do

The Team Lead will manage a team of 7 CSMs across the U.S., Canada, and Mexico to drive customer retention, upsells, and account growth. They are responsible for coaching team members, analyzing performance data, and building scalable processes to improve the customer journey.

Requirements

Candidates must have a proven track record of managing at least 3 CSMs in a B2B SaaS environment and experience with contract negotiations. Proficiency in CRM systems like Salesforce and strong strategic communication skills are required for this role.

Listed skills

• Account Management · Preferred
• Data analysis · Preferred
• Coaching · Preferred
• Team Leadership · Preferred
• Upselling · Preferred
• Salesforce · Preferred
• Stakeholder Management · Preferred
• CRM · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Success
• Team Leadership
• B2B SaaS
• Account Management
• Retention Strategy
• Upselling
• CRM
• Salesforce
• BI Tools
• Strategic Planning
• Data Analysis
• Coaching
• Performance Management
• Stakeholder Management
• Short-term Rental Industry
• Risk Prioritization
• Customer Success Management
• Business To Business
• Business Intelligence
• Customer Relationship Management
• Software As A Service (SaaS)
• Communication
• Contract Negotiation
• Customer Data Management
• Customer Retention
• Sales
• Leadership
• Scalability
• Interpersonal Communications
• Key Performance Indicators (KPIs)
• Operations
• Portfolio Management
• Strategic Thinking
• Team Performance Management
• Process Improvement
• Account Growth

Job areas

• Customer Service & Support
• Management & Leadership
• Software
• Hospitality
• Sales
• Customer Success Lead
• Customer Success Manager
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers

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