Customer Success Manager

  • Customer Success
  • Los Angeles
  • Full-time

JOB DESCRIPTION

Guesty is looking for an ambitious, tech-savvy, experienced Customer Success Manager to join our growing Americas team! The Customer Success Manager role is critical for our Americas’ customers, as you will help them to reach their business goals and be their point of contact for all product related needs, ensuring revenue growth, retention and overall successful use of our innovative product.

If you're looking for something new and exciting, are client focused and tech-savvy, this is the job for you!


Responsibilities:

● Manage relationships and become a trusted adviser to Guesty’s most important customers

● Become an expert on the Guesty Platform

● Understand the customer business drivers that will increase engagement with Guesty’s product offerings

● Recommend solutions & best practices to address specific customer business needs

● Serve as an escalation point for customer concerns about all Guesty Product and Services

● Negotiate commercial terms for new product upsells and contract renewals

● Manage complex and ambiguous customer situations that require cross department collaboration

● Become an expert in the short-term rental industry, especially as it relates to the Americas’ markets

● Advocate on behalf of the customer to drive product enhancements

● Develop and manage success plans to maximize customer growth and retention

● Deliver training on new and existing features

● Troubleshoot technical problems

Requirements:

● 2+ years of experience in Customer Success/Account Management in a complex SAAS software

● Strong technical acumen and deep analytical skills

● Strong Client and internal communication skills

● Eager and quick to learn new products and technologies

● Friendly, Patient and Professional demeanor

● Ability to multitask - managing multiple accounts and priorities

● Passionate about client success

● Experience working with remote teams and clients

● Willingness to travel occasionally to clients in throughout the United States and Canada, and to the R&D center in Israel

● Hospitality or property management industry experience - advantage


NATIVE LEVEL ENGLISH - MUST

SPANISH FLUENCY - A PLUS

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