SMB Customer Success Manager

About the role

Guesty is an all-in-one platform that helps hospitality businesses automate, optimize and scale their operations, with integrations with 150+ partners such as Airbnb, Vrbo, Booking.com, Expedia and Google Travel. As a Customer Success Manager, you will maintain and strengthen relationships with SMB clients, acting as their main point of contact and driving client success, growth opportunities and company success.

Key responsibilities

• Manage post-sale engagement, retention, growth and renewal of customers by identifying opportunities and ensuring their success
• Analyze customer performance metrics to find growth opportunities and improvements, and present new solutions that increase the value delivered
• Act as a trusted advisor, educating customers on the use and benefits of the product and the industry
• Work with Sales, Implementation, Finance, Support and other teams to deliver services smoothly and exceed client expectations
• Stay up to date on product offerings, new features, enhancements and best practices

Required profile

• 2+ years of account management experience in complex SaaS software
• Fluent English and Spanish; additional languages are a strong advantage
• Proven track record of meeting and exceeding sales quotas, negotiating contract terms and closing deals
• Demonstrated expertise in client retention strategies and long-term partnerships
• Ability to work in a fast-paced environment and as a team player
• Hospitality or property management experience is an advantage

Required skills

• Familiarity with CRM software (Salesforce preferred)
• Strong verbal and written communication, negotiation and objection-handling skills
• Organizational skills to manage multiple priorities and deadlines
• Technical acumen to explain complex concepts to both technical and non-technical stakeholders