Global SMB 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 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.