Global SMB Customer Success Team Lead

Guesty; Ciudad de México; On-site; MXN 600,000 - 900,000; Full time

Job summary

Guesty is seeking a Customer Success Team Lead for the Americas SMB segment. You will guide a global team of 6-8 CSMs across 1000+ clients, driving retention, upsells and account growth while shaping scalable processes and customer journeys.

You will coach CSMs, analyze data, and collaborate with Operations, Sales, and Onboarding to remove blockers and elevate performance across cultures and time zones.

Qualifications

• Proven track record of managing 5+ CSMs in a 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.

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.

Skills

Team leadership

Upsell closing

Communication skills

Conflict resolution

CRM proficiency

SMB market knowledge

Short-term rental experience

Tools

Salesforce

BI tools

Job description

Guesty is seeking a Customer Success Team Lead for the Americas SMB segment. You will guide a global team of 6-8 CSMs across 1000+ clients, driving retention, upsells and account growth while shaping scalable processes and customer journeys.

You will coach CSMs, analyze data, and collaborate with Operations, Sales, and Onboarding to remove blockers and elevate performance across cultures and time zones.