At a Glance
- Tasks: Drive growth and build relationships with enterprise accounts in the hospitality tech space.
- Company: Join a fast-growing global startup transforming the hospitality industry.
- Benefits: Competitive salary, remote work options, and opportunities for career advancement.
- Other info: Collaborative culture with a focus on innovation and customer success.
- Why this job: Make a real impact in a dynamic environment while working with top-tier clients.
- Qualifications: 5+ years in Customer Success or Account Management in a SaaS setting.
The predicted salary is between 60000 - 80000 £ per year.
Guesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We’re a fast-growing global startup transforming how the industry works — from guest experience to business growth. With a powerful suite of features and integrations with 150+ industry partners — including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and many more — Guesty empowers property managers to deliver top-tier guest experiences while running more efficient, data-driven operations.
Guesty is scaling its EMEA Customer Success. You will own a portfolio of enterprise and strategic accounts — the highest-MRR, highest-complexity accounts in EMEA — and be accountable for growing revenue, deepening SaaS product adoption, and protecting gross retention. This is not a support role. You are a trusted commercial partner to your accounts and an internal advocate for their needs. You will lead executive relationships, drive structured expansion conversations, and work closely with Sales, RevOps, and Product to move the needle on SaaS attach and account health.
Responsibilities
- Commercial Growth
- Drive SaaS upsell and cross-sell across your portfolio — Shield, GuestyPay, and other products — with a structured pipeline and a consistent conversation cadence
- Own expansion ARR targets and report weekly on pipeline, blockers, and close timelines
- Run proactive QBRs and EBRs focused on business outcomes and commercial opportunities, not status updates
- Account Governance
- Maintain deep account knowledge — MRR, product adoption, health signals, renewal timing, stakeholder map
- Identify risk early and own recovery plans; churn should never be a surprise
- Ensure accounts are documented and operating within the agreed SLA and activity frameworks
- Strategic Relationship Management
- Build and maintain multi-threaded executive relationships — not just the day-to-day contact
- Position yourself as a trusted advisor: your customers should see you as someone who understands their business and advocates for their success
- Manage escalations with calm and precision; know when to involve leadership and how to frame it
- Internal Collaboration
- Partner with Sales on renewal and expansion plays; maintain clean handoffs and shared account intelligence
- Work with RevOps on CRM hygiene, tier tagging, and activity reporting
- Bring voice-of-customer insight into Product and leadership conversations — with data, not anecdote
Requirements
- 5+ years in enterprise Customer Success, Account Management, or a commercial AM role in a SaaS environment
- Demonstrable track record of owning and closing upsell and expansion revenue — not just supporting it
- Experience managing complex, multi-stakeholder accounts at senior level (Director / VP / C-suite)
- Strong commercial acumen: comfortable in conversations about ROI, unit economics, and business impact
- Structured communicator — written and verbal. Able to distill complexity into a clear recommendation or ask
- Churn instinct: reads account health signals early and acts before the red flag is visible to everyone
- Data-driven: uses CRM and product data to drive conversations, not just gut feel
- Collaborative by default — builds internal relationships as deliberately as external ones
- Must be based in Madrid, Barcelona, Valencia, or the UK.
Preferred
- Experience in property management, travel-tech, hospitality SaaS, or a platform with complex integrations
- Familiarity with Salesforce, Zuora, or similar CRM and billing systems
- Exposure to payments or fintech products as part of a broader SaaS portfolio
- Experience operating in a high-growth, scaling environment where process is still being built
Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.
Enterprise Customer Success Manager employer: Guesty
At Guesty, we pride ourselves on being a dynamic and innovative employer that champions growth and collaboration within the hospitality technology sector. Our vibrant work culture fosters creativity and inclusivity, offering employees ample opportunities for professional development while working alongside a diverse team of over 900 members across 16 countries. With a focus on meaningful impact and a commitment to employee well-being, Guesty provides a unique environment where you can thrive in your career as an Enterprise Customer Success Manager, particularly in the bustling cities of Madrid, Barcelona, or Valencia.
StudySmarter Expert Advice🤫
We think this is how you could land Enterprise Customer Success Manager
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Guesty. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Guesty
Don't be shy about reaching out to Guesty directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Enterprise Customer Success Manager
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Guesty and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Guesty
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
