At a Glance
- Tasks: Lead a global team to drive customer success and account growth for SMB clients.
- Company: Join Guesty, a fast-growing startup revolutionising hospitality technology worldwide.
- Benefits: Flexible remote work options, competitive salary, and opportunities for career advancement.
- Other info: Dynamic, global environment with a focus on innovation and collaboration.
- Why this job: Make a real impact in the hospitality industry while developing your leadership skills.
- Qualifications: Experience managing CSMs in B2B SaaS and excellent communication skills required.
The predicted salary is between 50000 - 65000 £ 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 that’s 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.
We are looking for a Customer Success Team Lead to manage and develop our SMB segment in EMEA. The Team Lead will lead a global team of 5 CSMs responsible for 800+ clients across the region, and be responsible for driving customer retention, upsells, and overall account growth. This role will also support the Director in building scalable processes for the team, digitalising the customer journey, and coaching the CSMs on driving strategic conversations with clients.
If you're passionate about Customer Success, have a talent for developing high-performing teams, and thrive in a dynamic global environment, we want to hear from you. Join us in ensuring success for our SMB customers and driving strategic growth for Guesty.
- 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
Proven track record of managing 3+ CSMs in the B2B SaaS environment, ideally in an international environment. Proven track record of successfully closing upsells and managing a 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 strongly preferred). Familiarity with the SMB market and its unique challenges (preferred). Experience in the short-term rental industry is a huge advantage.
Barcelona-based candidates must work from the office twice a week; all other locations mentioned are fully remote. 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.
Customer Success Team Lead (SMB) in London employer: Guesty
At Guesty, we pride ourselves on being an exceptional employer that fosters a dynamic work culture in the heart of Greater London. Our commitment to employee growth is evident through continuous training and development opportunities, while our focus on collaboration ensures that every team member can contribute meaningfully to our mission in the hospitality technology sector. With the flexibility of remote work and a strong emphasis on innovation, we offer a unique environment where you can thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Team Lead (SMB) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Guesty. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Guesty before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Team Lead (SMB) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Guesty:Your cover letter is your chance to shine! Tell us why you want to work at Guesty specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Guesty!
How to prepare for a job interview at Guesty
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
