Who you are
- 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 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
What the job involves
- We are looking for a Customer Success Team Lead to manage and develop our SMB segment in EMEA.
- The Team Lead will lead a integral 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 wor

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