Note: The job is a remote job and is open to candidates in USA. Guesty is an all-in-one platform helping hospitality businesses automate, optimize, and scale their operations through technology, features, and integrations. The Customer Success Manager will manage high-value customer relationships, provide strategic guidance and platform expertise, drive engagement, growth, and retention, and resolve customer and technical issues through cross-functional collaboration.
Responsibilities
- Manage relationships and serve as a trusted advisor to Guesty’s high-value customers
- Serve as a subject matter expert on the Guesty Platform
- Identify and understand customer business drivers to increase engagement with Guesty’s product offerings
- Recommend strategic solutions and best practices to address specific customer business needs
- Act as the primary escalation point for customer concerns regarding all Guesty products and services
- Negotiate commercial terms for new product upsells and contract renewals
- Manage complex and ambiguous customer situations through effective cross-departmental collaboration
- Maintain deep industry knowledge of the short-term rental market, particularly within the Americas
- Advocate for customer needs to drive internal product enhancements
- Develop and execute success plans to maximize customer growth and retention
- Deliver comprehensive training on new and existing platform features
- Troubleshoot and resolve technical issues effectively
Skills
- 2+ years of experience in Customer Success or Account Management within a complex SaaS environment
- Strong technical acumen and robust analytical skills
- Excellent interpersonal and internal communication skills
- Ability to quickly master new products and evolving technologies
- A professional, patient, and engaging demeanor
- Proven ability to multitask and manage competing priorities across multiple accounts
- Genuinely passionate about driving client success
- Experience working with distributed teams and remote clients
- Willingness to travel occasionally within the United States, Canada, and to the R&D center in Israel
- Native-level English proficiency is required
- Experience in the hospitality or property management industry is a distinct advantage
- Fluency in Spanish is a significant plus
Benefits
- Health, dental, vision, life, and disability insurance
- 401(k) Retirement Savings Plan & Employer Match
- Paid time off
- All new employees receive a comprehensive virtual onboarding experience.
- Professional development opportunities
Company Overview