SMB Customer Success Manager

Guesty; Bogotá; On-site; COP 60,000,000 - 120,000,000; Full time

Job summary

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.

As a Customer Success Manager, you will be the primary contact for our SMB clients, ensuring their needs are met and expectations exceeded. You will drive client success, foster growth opportunities, and contribute to Guesty’s continued success.

Qualifications

• 2+ years in account management for complex SaaS software.
• Fluent in English and Spanish.
• Proven track record of meeting quotas and driving revenue.
• Experience retaining customers and developing long-term partnerships.
• Able to collaborate with cross-functional teams and adapt quickly.
• Familiar with CRM software (Salesforce preferred).

Responsibilities

• Manage the post-sale engagement, retention, growth, and renewal of your customers by identifying opportunities and ensuring customers’ success.
• Analyze customers’ performance metrics to identify growth opportunities, areas for improvement, and present new solutions to enhance the overall value delivered.
• Serve as a trusted advisor to customers and educate them on the use and benefits of our products and our industry.
• Collaborate with internal teams (Sales, Implementation, Finance, Support…) to ensure seamless delivery of services and exceed client expectations.
• Maintain a good understanding of our product offerings, staying updated on new features, enhancements, and best practices.

Skills

Account management

SaaS software

Quota attainment

Customer retention

Bilingual EN/ES

Team collaboration

Communication

Tools

Salesforce

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.

As a Customer Success Manager, you will play a crucial role in maintaining and enhancing the relationships with our SMB clients. You will serve as the primary point of contact, ensuring their needs are met and their expectations are exceeded. Your focus will be on driving client success, fostering growth opportunities, and ultimately contributing to the overall success of our company.

Responsibilities

• Manage the post-sale engagement, retention, growth, and renewal of your customers by identifying opportunities and ensuring customers’ success.
• Analyze customers’ performance metrics to identify growth opportunities, areas for improvement, and present new solutions to enhance the overall value delivered.
• Serve as a trusted advisor to customers and educate them on the use and benefits of our products and our industry.
• Collaborate with internal teams (Sales, Implementation, Finance, Support…) to ensure seamless delivery of services and exceed client expectations.
• Maintain a good understanding of our product offerings, staying updated on new features, enhancements, and best practices.

Requirements

• 2+ years of account management experience in complex SaaS software
• Languages: Fluent English and Spanish are required; additional languages would be a strong advantage.
• Proven track record of meeting and exceeding sales quotas, negotiating contract terms, and closing deals to drive revenue growth.
• Demonstrated expertise in client retention strategies, ensuring a high level of customer satisfaction and long-term partnership development.
• Ability to work in a fast-paced environment and to be an outstanding team player.
• Familiarity with CRM software (Salesforce preferred)
• Hospitality or property management industry experience - an advantage

Key Skills

• Exceptional verbal and written communication skills for effectively engaging with clients and internal stakeholders.
• Experience in negotiating contract terms, handling objections, and closing deals to drive revenue growth.
• Strong organizational skills and the ability to manage multiple priorities and deadlines effectively.
• Technical acumen to grasp and communicate complex concepts for seamless collaboration between technical and non-technical stakeholders.
• Collaborative mindset, with the ability to work closely with cross-functional teams to deliver exceptional results for clients.