Customer Success Team Lead
New
G
GuestyHospitality SaaS
Barcelona-based candidates must work from the office twice a week; all other locations mentioned are fully remote.Full-TimeLead
Salary not disclosed
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Job Details
- Required Skills
- SalesforceAccount ManagementStrategic thinkingCRMCustomer Success
Requirements
- Proven track record of managing 3+ CSMs in the B2B SaaS 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 experience (strongly preferred)
- Familiarity with the SMB market and its unique challenges (preferred)
- Experience in the short-term rental industry (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
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