Customer Success Manager
About The Position
Guesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We’re a fast-growing global startup that’s transforming how the industry works — from guest experience to business growth.
With a powerful suite of features and integrations with 150+ industry partners — including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and many more — Guesty empowers property managers to deliver top-tier guest experiences while running more efficient, data-driven operations.
We’re proud to have over 900+ team members across 16 countries worldwide, all working together to build the future of hospitality technology.
We are seeking a Customer Success Manager with a strong analytical and commercial mindset to manage a portfolio of SMB customers and selected key accounts. This role combines client relationship management with data-driven decision-making and commercial acumen. You will be responsible for driving adoption of Rentals United’s solutions, ensuring customer satisfaction, and identifying opportunities to optimize performance and grow revenue.
Responsibilities
Account Management
- Act as the primary contact for a portfolio of SMB and strategic key accounts.
- Build long-term client relationships, ensuring the successful adoption and retention of Rentals United solutions
- Manage renewals and contract discussions to secure long-term partnerships.
Customer Growth & Commercial Success
- Identify upsell and cross-sell opportunities to increase customer lifetime value.
- Collaborate with the sales team on expansion opportunities and revenue growth initiatives.
- Deliver product presentations and business reviews to highlight ROI and align on future growth.
Analytics & Insights
- Analyze customer performance metrics (e.g., bookings, revenue, occupancy, distribution health).
- Provide actionable insights and strategic recommendations to improve results.
- Use data to proactively identify risks (churn, underutilization) and implement corrective measures.
Customer Enablement & Support
- Lead onboarding and training sessions to maximize adoption and ensure smooth implementation.
- Share best practices, industry benchmarks, and optimization strategies to help clients succeed.
- collect customer feedback and collaborate with product teams to influence the roadmap.
Requirements
- Experience in Customer Success, Account Management, or Commercial roles (hospitality, travel tech, or SaaS preferred).
- Strong analytical skills with the ability to translate data into insights and strategies.
- Proven track record in managing SMB accounts and exposure to larger, key accounts.
- Excellent communication, negotiation, and presentation skills.
- Fluent in Spanish & English, any other European language, especially Italian is a plus.
- Results-oriented, with the ability to balance customer advocacy and commercial objectives.
Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.