Customer Success Team Lead

🕒 September 10

🇨🇦 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

• 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 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 teams to resolve blockers • 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 • Manage and develop the MM segment in the United States • Lead a team of 7 CSMs in the U.S., Canada and Mexico responsible for 500+ clients • Drive customer retention, upsells and overall account growth • Support the Director in building scalable processes, improving the customer journey, and coaching CSMs on strategic client conversations

🎯 Requirements

• Proven track record of managing 3+ CSMs in the B2B SaaS environment • Proven track record of successfully closing upsells, contract negotiations, and managing a 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

🏖️ 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