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Head of Customer Success (America)

Guesty

Guesty

Customer Service, Sales & Business Development
United States
Posted on Saturday, March 30, 2024

Head of Customer Success (America)

  • Customer Success
  • USA
  • Management

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 the Head of Customer Success (Americas), you will play a pivotal role in driving the success of our customers, ensuring they experience immense value from our solutions. Reporting directly to the SVP of Customer Success & Onboarding, you will oversee Customer Success activities in the Americas’ region, spanning across, adoption, advocacy, and gross/net retention strategies. The Head of Customer Success will play an instrumental role in building and scaling Customer Success at Guesty through our next phase of growth and for years to come.

Responsibilities

Drive Customer Success Outcomes:

  • Responsible for developing high performing account management teams in a SaaS environment
  • Increase renewal rates and reduce churn and downgrades
  • Building strategic relationships and working as the primary point of escalation for key accounts, as well as, at risk customers
  • Passion for helping and finding value for customers is a critical skill for this role.
  • Expand revenue through coaching the team to successfully identify cross-selling and up-selling opportunities.
  • Enhance future lifetime value via increased product adoption, customer satisfaction, and improved health scores.
  • Drive new business growth through advocacy and public speaking engagements (conferences, webinars, etc.)
  • Experience working with a variety of different customer segments, including SMB, MidMarket, and Enterprise.
  • Previous experience with a SaaS based operations platform is a plus.

Define and Optimize Customer Lifecycle:

  • Map the customer journey and establish key touch points.
  • Standardize interventions at each journey point.
  • Define segmentation of customer base and varying strategies.
  • Identify opportunities for ongoing improvement and learn from industry best practices.

Measure Effectiveness of Customer Success:

  • Define operational metrics, establish a tracking system, and review cadence within the team.
  • Share metrics with department heads and the executive leadership team.

Lead World-class Customer Success Team:

  • People are your greatest investment, your style of coaching, motivating and communication (verbal and written) are among your best attributes
  • Recruit experienced leaders and high-potential contributors.
  • Foster collaboration within the global department and cross departmentally.
  • Encourage continuous learning.
  • Embody a culture of service excellence, leading by example and instilling accountability by setting clear expectations and measuring results

Inspire Customer Success Across Company:

  • Create a company-wide culture of Customer Success.
  • Align with Marketing on client engagement strategies.
  • Collaborate with Product on driving the product roadmap.
  • Coordinate with Sales on cross-selling and upselling, emphasizing retention.
  • Work with Finance on measurement and forecasting.
  • Collaborate with the Executive Team on key metrics and objectives.
  • Establish a company-wide customer feedback loop.

Requirements

  • 4+ years of experience managing a multi-regional Customer Success team in a high-growth SaaS organization.
  • 2+ years of second-line management experience, managing renewals, upsells, and commercial negotiations.
  • Ability to influence through persuasion, negotiation, and consensus-building.
  • Combined background in post-sales and sales experience.
  • Strong empathy for customers with a passion for revenue and growth.
  • Deep understanding of value drivers in recurring revenue business models.
  • Analytical and process-oriented mindset.
  • Demonstrated desire for continuous learning and improvement.
  • Entrepreneurial growth mindset, data driven and passion for business.
  • Track record of effectiveness in a fast-growing organization.
  • Proven ability to lead distributed, high-performing teams.
  • Demonstrated ability to develop customer relationships
  • Ability to navigate customer and internal relationships for win/win outcomes
  • Travel up to 10-20% for customers and leadership meetings.

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Compensation range- 120-145k OTE

*Exact compensation may vary based on skills, experience, and location.*

- Benefits and Perks

Employees also receive access to the following 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

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.