Customer Success Team Lead

About the role

Guesty is seeking a Customer Success Team Lead to manage and develop its SMB segment in the Americas. You will lead a global team of 6‑8 CSMs serving over 1,000 clients, driving retention, upsells, and overall account growth.

Key responsibilities

• Lead, mentor, and conduct performance reviews for a global team of CSMs, ensuring targets are met.
• Analyze customer data to identify process improvements and strategic initiatives.
• Report team performance and portfolio health to senior leadership.
• Handle high‑level customer escalations and maintain strong key account relationships.
• Collaborate cross‑functionally with Operations, Sales, and Onboarding to remove blockers.

Required profile

• Proven experience managing 5+ CSMs in a B2B SaaS environment, preferably international.
• Track record of successfully closing upsells and managing a large account portfolio.
• Excellent communication, strategic thinking, and ability to work across cultures and time zones.
• Demonstrated skill in handling complex customer situations and de‑escalations.

Required skills

• Proficiency with CRM systems, especially Salesforce.
• Experience with Customer Success and BI tools.