Customer Success Team Lead

🔥 3 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Guesty

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

📦 Logistics

🏨 Hospitality

Consulting • Logistics • Hospitality

Guesty is a technology company that specializes in providing an all-in-one platform for managing hospitality businesses. Their purpose-built software optimizes and automates various aspects of hospitality operations, enabling businesses to save time, maximize revenue, and enhance guest experiences. With extensive industry expertise and a dedicated team of engineers, Guesty aims to streamline operations and drive growth for its clients in the hospitality sector.

📋 Description

• Lead and mentor a team of global CSMs, ensuring they meet and exceed performance targets • Conduct regular performance reviews and provide ongoing feedback 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 Operations, Sales, and 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 • Manage and develop the SMB segment in the Americas • Drive customer retention, upsells, and overall account growth • Support the Director in building scalable processes, digitalizing the customer journey, and coaching CSMs on strategic client conversations

🎯 Requirements

• Proven track record of managing 5+ 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