Customer Success Team Lead, Guesty
SMB
More information about location
Property management software for short-term rentals
Be an early applicant
Property management software for short-term rentals
501-1000 employees
Be an early applicant
More information about location
501-1000 employees
Company mission
To make the jobs of property management companies easier.
Role
Who you are
- 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
What the job involves
- We are looking for a Customer Success Team Lead to manage and develop our SMB segment in EMEA.
- The Team Lead will lead a global team of 5 CSMs responsible for 800+ clients across the region, 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, digitalising the customer journey, and coaching the CSMs on driving strategic conversations with clients
- 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 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
Our take
The short-term rental economy has gone from strength to strength since the revolutionary introduction of Airbnb into the industry. Now startups are competing to iron out the kinks in vacation and rental experiences for both landlords and tenants.
Guesty is doing this by building "Salesforce for property management". By focusing on the operational hiccups of running a short-term rental property - and there are many - Guesty has built up a loyal customer base who are grateful for the software which unlocks time and money.
Since raising investment, Guesty has been focusing on US, European and Australian expansion whilst also enhancing its product. The startup is also developing products for other types of property, including multi-unit listings and aparthotels, and has launched "Agent Hub", which it calls the first property management system to be built as a coordinated system of AI agents.
Steph
Company Specialist at Welcome to the Jungle
Insights
23% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Dec 2024
$90m
LATE VC
Apr 2024
$130m
SERIES F
Total funding: $500.4m
Company HQ
Covina, CA
Leadership
Amiad Soto
(CEO & Co-Founder)Industrial Engineering graduate from Tel Aviv University. Guesty arose from their time struggling as an AirBnb host.
Salary benchmarks
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