Customer Success Team Lead

🔥 0 minutes ago

🇲🇽 Mexico – 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

• Manage and develop the SMB segment in the Americas • Lead a global team of 6–8 Customer Success Managers responsible for 1,000+ clients • Drive customer retention, upsells, and overall account growth • Support the Director in building scalable team processes • Digitalize the customer journey • Coach CSMs on driving strategic client conversations • Lead and mentor CSMs to meet and exceed performance targets • Conduct performance reviews and provide ongoing feedback • Analyze customer data and trends to identify process improvements and strategic initiatives • Report team performance and portfolio health to senior leadership • Manage high-level customer escalations and maintain relationships with key accounts • Collaborate cross-functionally with Operations, Sales, and Onboarding to resolve blockers • Drive high-quality work, proactive improvements, and internal collaboration

🎯 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

🏖️ Benefits

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