First seen by our source: 28 days ago
Customer Success Team Lead
@ Guesty
Remote in Canada
Overview
Guesty, a hospitality technology platform, is hiring a Customer Success Team Lead to manage and develop its SMB segment in the Americas. The role leads a global team of 6-8 CSMs covering 1000+ clients, driving retention, upsells and account growth.
Responsibilities:
- Lead and mentor a global team of 6-8 CSMs
- Conduct performance reviews and ongoing feedback
- Analyze customer data to find process and growth opportunities
- Report team and portfolio health to senior leadership
- Manage high-level escalations and key accounts
Requirements summary:
- 5+ years managing CSMs in B2B SaaS
- Track record closing upsells on high account volumes
- Excellent communication and cross-cultural skills
- Handle complex situations and de-escalations
- Proficiency in CRM and BI tools, Salesforce preferred
Tools & skills
Source and dates
Employer career site / ATS feed · comeet
- Employer posting date
- Not provided
- First seen by our source
- 2026-10-11
- Source record updated
- 2026-10-28
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Lead |
| Department | Customer service |
| Management experience | 5+ years |
| Manages people | Yes |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Guesty
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
The engine inside more properties, more platforms, and more bookings worldwide.
Full company description
Guesty is the AI platform for short-term rentals where a coordinated system of AI agents works across revenue, guest communication, operations, and finance, so property managers and hosts can grow without growing complexity. Trained on over a decade of real STR operations data, Guesty's agents don't just suggest actions, they carry them out, with you in control. With the largest R&D team in the industry, Guesty is the engine inside 500,000+ properties across 100+ countries, integrated with every major OTA including Airbnb, Vrbo, Booking.com, Expedia, Tripadvisor, Hopper, Google Travel, and Homes & Villas by Marriott. Engineered for global operators, the platform operates under rigorous data governance requirements, providing the industry's most trusted, compliance-certified infrastructure. Backed by $410 million in funding from KKR, Apax Digital Fund, Inovia Capital, DFO Management, Sixth Street Growth, Viola Growth, and Flashpoint, Guesty’s global team is pioneering the agentic era of hospitality, building what comes after tools.
- LinkedIn followers
- 112,683
- People associated on LinkedIn
- 819
- Reported office locations
- Covina, California 91723, US
- Business categories
- Information Technology
- Rental Property
- Hospitality
- Consulting
- Software
- Marketing
- Property Insurance
- Vacation Rental
- PropTech
- Rental
- Property Management
- Advertising
- Other recorded names
- Guesty
- Specialties
- Airbnb property management software
- property management software
- vacation rental management software
- channel management
- and hospitality technology
- Profile identifies a recruitment agency
- No
- Reported total investment
- 410,600,000
Currency and observation date were not supplied; this is not a current valuation or a funding round.
Guesty is the AI platform for short-term rentals where a coordinated system of AI agents works across revenue, guest communication, operations, and finance, so property managers and hosts can grow without growing complexity. Trained on over a decade of real STR operations data, Guesty's agents don't just suggest actions, they carry them out, with you in control. With the largest R&D team in the industry, Guesty is…
| Field | Value |
|---|---|
| Industry | Technology, Information and Internet |
| Company size | 501-1,000 employees |
| Headquarters | Covina, California |
| Organization type | Privately Held |
| Year founded | 2013 |
| Specialties | Airbnb property management softwareproperty management softwarevacation rental management softwarechannel managementand hospitality technology |
| Open jobs on Jobsy | 6 |
| View page |
Description
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’re proud to have over 900+ team members across 16 countries worldwide, all working together to build the future of hospitality technology.
If you’re looking to grow your career in a dynamic, global, and impact-driven environment, we’d love to hear from you.
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.
Responsibilities
We are looking for a Customer Success Team Lead to manage and develop our SMB segment in the Americas. The Team Lead will lead a global team of 6-8 CSMs responsible for 1000+ 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.
Key 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
Requirements
Qualifications:
- Proven track record of managing 5+ CSMs in the B2B SaaS environment, ideally in an international 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 strongly preferred)
- Familiarity with the SMB market and its unique challenges (preferred)
- Experience in the short-term rental industry is a huge advantage
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.
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