Responsibilities

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- 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 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.

Qualifications

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- 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. xqbhyrx

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

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