Customer Success Manager

Guesty is seeking a Customer Success Manager to manage relationships with high-value customers and serve as a trusted advisor and subject matter expert on its platform. The role focuses on customer engagement, growth and retention, renewals and upsells, training, issue resolution, and advocating for customer needs in product development.

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

Requirements:

• 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
• Experience in the hospitality or property management industry is a must
• Native-level English proficiency is required
• Fluency in Spanish is a significant plus