Customer Success Manager (SMB)

Description

Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.

Today, Guesty has 15 offices and 700+ team members across the globe.

As a Customer Success Manager, you will play a crucial role in maintaining and enhancing the relationships with our SMB clients. You will serve as the primary point of contact, ensuring their needs are met and their expectations are exceeded. Your focus will be on driving client success, fostering growth opportunities, and ultimately contributing to the overall success of our company.

Responsibilities

• Manage the post-sale engagement, retention, growth and renewal of your customers by identifying opportunities and ensuring customers’ success.
• Analyze customers’ performance metrics to identify growth opportunities, areas for improvement, and present new solutions to enhance the overall value delivered.
• Serve as a trusted advisor to customers and educate them on the use and benefits of our products and our industry.
• Collaborate with internal teams (Sales, Implementation, Finance, Support…) to ensure seamless delivery of services and exceed client expectations.
• Maintain a good understanding of our product offerings, staying updated on new features, enhancements, and best practices.

Key Skills:

• Exceptional verbal and written communication skills for effectively engaging with clients and internal stakeholders.
• Experience in negotiating contract terms, handling objections, and closing deals to drive revenue growth.
• Strong organizational skills and the ability to manage multiple priorities and deadlines effectively.
• Technical acumen to grasp and communicate complex concepts for seamless collaboration between technical and non-technical stakeholders.
• Collaborative mindset, with the ability to work closely with cross-functional teams to deliver exceptional results for clients.

Requirements

• 2+ years of account management experience in complex SaaS software
• Proven track record of meeting and exceeding sales quota, negotiating contract terms, and closing deals to drive revenue growth.
• Demonstrated expertise in client retention strategies, ensuring high customer satisfaction and long-term partnership development.
• Ability to work in a fast-paced environment and be an outstanding team player.
• Familiarity with CRM software (Salesforce preferred)
• Hospitality or property management industry experience - advantage