Head of Customer Success owning strategic accounts and support operations for a SaaS vendor marketplace. Leading teams, onboarding, health scoring, renewals, and expansion.
About the role
- Customer Success Manager helping Guesty’s hospitality platform retain and grow Canadian SMB clients. Driving retention, renewals, and expansion through SaaS expertise and customer advisory.
Responsibilities
- Manage post-sale engagement, retention, growth, and renewal of SMB customers
- Identify opportunities and ensure customer success
- Analyze customer performance metrics to identify growth opportunities and areas for improvement
- Present new solutions to enhance value delivered
- Serve as a trusted advisor and educate customers on product use, benefits, and industry
- Collaborate with Sales, Implementation, Finance, and Support teams
- Maintain understanding of product offerings, new features, enhancements, and best practices
Requirements
- 2+ years of account management experience in complex SaaS software
- Fluent English and Spanish are required; additional languages are a strong advantage
- Proven track record of meeting and exceeding sales quotas, negotiating contract terms, and closing deals to drive revenue growth
- Expertise in client retention strategies, ensuring high customer satisfaction and long-term partnership development
- Ability to work in a fast-paced environment and be an outstanding team player
- Familiarity with CRM software (Salesforce preferred)
- Hospitality or property management industry experience is an advantage
- Exceptional verbal and written communication skills
- Strong organizational skills and ability to manage multiple priorities and deadlines
- Technical acumen to grasp and communicate complex concepts
- Ability to work closely with cross-functional teams
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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