Vice President of Customer Success, Guesty
$200-250k
Property management software for short-term rentals
Open for applications
Property management software for short-term rentals
501-1000 employees
Open for applications
$200-250k
501-1000 employees
Company mission
To make the jobs of property management companies easier.
Role
Who you are
- 10+ years of experience in customer success roles within B2B SaaS companies (more than 1 company), with at least 3 years in a Director, VP, or similar executive role
- Demonstrated success in scaling and managing a Global Customer Success team in a growing SaaS company
- Proven track record of increasing retention, driving expansion, and improving customer satisfaction in a B2B SaaS environment
- Deep understanding of customer lifecycle management, retention strategies, and building scalable customer success programs
- Strong leadership and team-building capabilities, with the ability to inspire and motivate a team towards common goals
- Excellent interpersonal, communication, and presentation skills; ability to build relationships with key customers and internal stakeholders at all levels
- Data-driven mindset with proficiency in using customer success tools (e.g., Salesforce, Gong, MixMax) and the ability to derive actionable insights from data
- Strong customer empathy with a passion for solving customer challenges and delivering value
- Ability to thrive in a fast-paced, entrepreneurial start-up environment with a high level of autonomy
- Willingness to travel as needed for key customer meetings or events
What the job involves
- We are seeking a Global Vice President of Customer Success to join us!
- As the Global Vice President of Customer Success, you will be responsible for leading the development and execution of our customer success strategy
- This includes overseeing customer adoption, retention, and expansion efforts for our B2B SaaS clients. You will play a critical role in driving customer satisfaction, fostering long-term relationships, and maximizing the lifetime value of our customer base
- In addition, You will lead a high-performing 5 global teams of Customer Success Managers (~30 EE’s), implement best practices across the customer lifecycle, and collaborate closely with Sales, Product, and Engineering teams to ensure our customers achieve their desired outcomes and realize the full value of our platform
- Lead, mentor, and grow a high-performing global Customer Success team, ensuring alignment with company goals and objectives
- Foster a customer-first culture across the organization, advocating for customer needs and ensuring customer satisfaction is prioritized at all levels
- Develop and implement scalable processes for onboarding, customer education, and ongoing customer support
- Design and execute a comprehensive customer success strategy that drives adoption, retention, and growth across the customer base
- Partner with key stakeholders (Sales, Product, Marketing, and Engineering) to drive cross-functional initiatives that improve the customer experience and increase customer lifetime value
- Own customer health metrics and ensure proactive engagement to prevent churn, resolve issues, and identify expansion opportunities
- Monitor customer health and performance, develop predictive insights, and implement programs to reduce churn while maximizing retention and upsell opportunities
- Identify high-value customer segments and build tailored success programs that foster long-term relationships and growth
- Lead quarterly and annual business reviews with strategic customers to assess satisfaction, growth opportunities, and potential for new products/services
- Leverage customer feedback, product usage data, and analytics to identify trends, potential risks, and opportunities for improvement
- Provide regular reporting to the executive team on key customer success KPIs, such as Net Revenue Retention (NRR), churn, customer satisfaction (CSAT), and expansion metrics
- Standardize and optimize customer success processes to ensure operational efficiency while delivering high-touch, personalized experiences
- Develop playbooks, training materials, and automation tools to support the scaling of the customer success function as the company grows
- Implement best practices for customer communication, issue resolution, and product feedback
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 through building the 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.
The company is now investing in growth and technology while extending its marketplace of third-party integrations. It is also continuing to build out its machine learning capabilities which augments many of its products, triaging guest messages for example.
The startup is also starting to develop products for other types of property, including multi-unit listings and “aparthotels.” Guesty must continue to deliver a quality service for these new types of customers who will bring with them higher expectations than casual hosts.
Steph
Company Specialist at Welcome to the Jungle
Insights
23% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Apr 2024
$130m
SERIES F
Aug 2022
$170m
SERIES E
Total funding: $410.3m
Company HQ
Covina, CA
Leadership
Amiad Soto
(CEO)Industrial Engineering graduate from Tel Aviv University. Guesty arose from their time struggling as an AirBnb host.
Salary benchmarks
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