ph3Responsibilities /h3 ul liWe are looking for a Customer Success Team Lead to manage and develop our SMB segment in EMEA. /li liThe 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. /li liThis 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. /li liLead and mentor a team of integral CSMs, ensuring they meet and exceed performance targets. /li liConduct regular performance reviews and provide ongoing feedback to the team members. /li liAnalyze customer data and trends to identify opportunities for process improvement and strategic initiatives. /li liReport on team performance and portfolio health to senior leadership. /li liManage high-level customer escalations and maintain strong relationships with key accounts. /li liWork cross-functionally with other teams (Operations, Sales, Onboarding) to resolve blockers for your team. /li liContinuously raise the bar on the Customer Success team with high-quality work,



proactive improvement suggestions, and a high level of internal collaboration. /li /ul h3Qualifications /h3 ul liProven track record of managing 3+ CSMs in the B2B SaaS environment, ideally in an international environment. /li liProficiency in CRM systems, Customer Success tools and BI tools (Salesforce strongly preferred). /li liDemonstrated ability to handle complex customer situations and de-escalations. /li liExperience in the short-term rental industry is a huge advantage. /li liFamiliarity with the SMB market and its unique challenges (preferred). /li liProven track record of successfully closing upsells and managing a high amount of accounts in a B2B SaaS environment. /li liExcellent communication and interpersonal skills, strategic thinking with the ability to align customer success strategies with business goals effectively across cultures and time zones. /li liBarcelona-based candidates must work from the office twice a week; all other locations mentioned are fully remote. /li /ul /p #J-18808-Ljbffr

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