Customer Success Team Lead

Guesty; Bogotá, Distrito Capital; On-site; COP 286,469,000 - 381,959,000; Full time

Job summary

Guesty is seeking a Customer Success Team Lead to manage our SMB segment in the Americas. You will lead a global team of 6-8 CSMs serving 1000+ clients, driving retention, upsells, and account growth while building scalable processes and coaching for strategic conversations.

You will work with cross-functional teams to digitalise the customer journey and elevate customer success maturity in a fast-growing SaaS environment.

Qualifications

• Proven track record managing 5+ CSMs in B2B SaaS, ideally international.
• Demonstrated history closing upsells and handling many accounts.
• Excellent communication and cross-cultural collaboration across time zones.
• Ability to de-escalate complex customer situations; strong relationship skills.
• Familiarity with SMB market and short-term rental industry is a plus.

Responsibilities

• Lead and mentor a global team of CSMs across the Americas; drive retention and growth.
• Conduct performance reviews and provide ongoing feedback to team members.
• Analyze customer data to identify improvement opportunities and strategic initiatives.
• Report team performance and portfolio health to senior leadership.
• Collaborate with Operations, Sales and Onboarding to remove blockers.

Skills

CSM management

Upsell/cross-sell

Strategic thinking

Communication

CRM proficiency

BI tools

SaaS knowledge

International exposure

Tools

Salesforce

CRM tools

Job description

Guesty is the all-in-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.

If you’re passionate about Customer Success, have a talent for developing high-performing teams, and thrive in a dynamic global environment, we want to hear from you. Join us in ensuring success for our SMB customers and driving strategic growth for Guesty.

Responsibilities

We are looking for a Customer Success Team Lead to manage and develop our SMB segment in the Americas. The Team Lead will lead a global team of 6-8 CSMs responsible for 1000+ 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.

Key responsibilities

• 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

Requirements

Qualifications

• 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

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.