Responsibilities

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.

Lead and mentor a team of general 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.

Qualifications

Proven track record of managing 3+ CSMs in the B2B SaaS environment, ideally in an international environment.

Proficiency in CRM systems, Customer Success tools and BI tools (Salesforce strongly preferred).

Demonstrated ability to handle complex customer situations and de-escalations.

Experience in the short-term rental industry is a huge advantage.

Familiarity with the SMB market and its unique challenges (preferred).

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.

Barcelona-based candidates must work from the office twice a week; all other locations mentioned are fully remote.

📌 Customer Success Team Lead (SMB) (Madrid)
🏢 Guesty
📍 Madrid