Customer Success Manager (Mid Market)

Guesty; Remote; CAD 80,000 - 100,000; Full time

Job summary

A tech-driven hospitality company is looking for a Customer Success Manager based in Canada. You will be responsible for nurturing client relationships and ensuring a seamless onboarding process. Candidates should have at least 3 years of experience in account management or customer success within the SaaS industry, fluency in French and English, and strong communication skills. This role is perfect for a strategic thinker who excels in problem-solving and teamwork.

Qualifications

• Minimum of 3 years of experience in account management or customer success roles within the SaaS software industry.
• Must be based in Canada.
• Fluency in both English and French.
• Proven track record of meeting and exceeding sales targets.
• Familiarity with CRM software is required.

Responsibilities

• Build and nurture strong, long‑lasting client relationships.
• Oversee the onboarding process for new clients.
• Focus on retention and driving growth opportunities.
• Conduct regular business reviews with clients.
• Maintain a deep understanding of product offerings.

Skills

Strong Communication

Relationship Management

Negotiation Skills

Problem-Solving

Strategic Thinking

Organization and Time Management

Team Player

Tools

CRM software

Salesforce

Google Suite

Job description

Company Overview

Guesty is the all‑one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We’re a fast‑growing global startup that’s transforming how the industry works — from guest experience to business growth. With a powerful suite of features and integrations with 150+ industry partners — including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and many more — Guesty empowers property managers to deliver top‑tier guest experiences while running more efficient, data‑driven operations. We’re proud to have over 900+ team members across 16 countries worldwide, all working together to build the future of hospitality technology. If you’re looking to grow your career in a dynamic, global, and impact‑driven environment, we’d love to hear from you.

*RESUMES MUST BE SUBMITTED IN ENGLISH TO BE CONSIDERED*

Responsibilities

• Serve as Trusted Advisor: Build and nurture strong, long‑lasting relationships with clients, becoming their trusted advisor and advocate within the company.
• Oversee Onboarding Process: Be the point of escalation for clients as they progress through the onboarding process with our professional services team, helping to ensure a seamless and successful transition from sales to implementation and beyond.
• Retention and Growth: Take ownership of your book of business, focusing on retention and driving growth opportunities through contract renewals, upsell opportunities, and strategic guidance.
• Business Reviews: Conduct regular business reviews with clients to review performance metrics, identify areas for improvement, and present new solutions to enhance their experience.
• Product Understanding: Maintain a deep understanding of our product offerings, staying updated on new features, enhancements, and best practices.

Key Skills

• The Customer Success Manager will work with clients across Americas (North America, South America and Central America).
• Strong Communication: Exceptional verbal and written communication skills are essential for effectively engaging with clients and internal stakeholders.
• Relationship Management: Proven ability to build and maintain strong relationships with clients, understanding their needs and aligning solutions to meet their goals.
• Negotiation Skills: Experience in negotiating contract terms, handling objections, and closing deals to drive revenue growth.
• Problem‑Solving: Ability to identify challenges and proactively find solutions to address client concerns or issues.
• Strategic Thinking: Capacity to think analytically, providing valuable insights and guidance to clients to drive mutual success.
• Organization and Time Management: Strong organizational skills and the ability to manage multiple priorities and deadlines effectively.
• Team Player: Collaborative mindset, with the ability to work closely with cross‑functional teams to deliver exceptional results for clients.

Requirements

• Minimum of 3 years of experience in account management or customer success roles within the SaaS software industry or in a technology‑driven environment.
• Must be based in Canada.
• Fluency in both English and French.
• Proven track record of meeting and exceeding sales targets and customer satisfaction metrics.
• Familiarity with CRM software (Salesforce experience is preferred) and proficiency in Google Suite.

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.