Strategic Customer Success Manager — Hospitality Tech

Guesty; New York (NY); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Virtual onboarding

Professional development

Job summary

Guesty, a global hospitality tech platform, is looking for a talented Customer Success Manager in New York to join our team. You will manage high-value accounts, serve as product expert, and drive adoption and retention across the Americas.

You’ll collaborate with cross-functional teams, upsell opportunities, and help clients achieve measurable business outcomes. Ideal candidates have 2+ years in SaaS customer success, strong communication skills, and the ability to travel within the US and

Qualifications

• 2+ years in Customer Success or Account Management in a complex SaaS environment.
• Strong technical acumen and analytical skills.
• Excellent interpersonal and internal communication skills.
• Ability to quickly master new products and evolving technologies.
• Experience working with distributed teams and remote clients.
• Willingness to travel within the United States, Canada, and to Israel R&D center.
• Native-level English proficiency; Spanish is a plus.

Responsibilities

• Manage relationships and serve as a trusted advisor to Guesty’s high-value customers.
• Serve as a subject matter expert on the Guesty Platform.
• Identify and understand customer business drivers to increase engagement with Guesty’s product offerings.
• Recommend strategic solutions and best practices to address specific customer business needs.
• Act as the primary escalation point for customer concerns regarding all Guesty products and services.
• Negotiate commercial terms for new product upsells and contract renewals.
• Manage complex and ambiguous customer situations through effective cross-departmental collaboration.
• Maintain deep industry knowledge of the short-term rental market, particularly within the Americas.
• Advocate for customer needs to drive internal product enhancements.
• Develop and execute success plans to maximize customer growth and retention.
• Deliver comprehensive training on new and existing platform features.
• Troubleshoot and resolve technical issues effectively.

Skills

Customer Success

Account Management

SaaS

Technical Acumen

Analytical Skills

Interpersonal Skills

English Proficiency

Spanish (Nice to Have)

Remote Collaboration

Travel Willingness

Job description

Guesty, a global hospitality tech platform, is looking for a talented Customer Success Manager in New York to join our team. You will manage high-value accounts, serve as product expert, and drive adoption and retention across the Americas.

You’ll collaborate with cross-functional teams, upsell opportunities, and help clients achieve measurable business outcomes. Ideal candidates have 2+ years in SaaS customer success, strong communication skills, and the ability to travel within the US and