Customer Success Team Lead

• Lead and mentor a team of global CSMs, ensuring they meet and exceed performance targets
• Conduct regular performance reviews and provide ongoing feedback to team members
• Analyze customer data and trends to identify opportunities for process improvement and strategic initiatives
• Report on team performance and portfolio health to senior leadership
• Manage high-level customer escalations and maintain strong relationships with key accounts
• Work cross-functionally with Operations, Sales, and Onboarding to resolve blockers for the team
• Build scalable processes for the team and digitalize the customer journey
• Coach CSMs on driving strategic conversations with clients
• Drive customer retention, upsells, and overall account growth for the SMB segment in the Americas
• Raise the bar on the Customer Success team through high-quality work, proactive improvement suggestions, and internal collaboration

• Proven track record of managing 5+ CSMs in the B2B SaaS environment, ideally in an international environment
• Proven track record of successfully closing upsells and managing high amount of accounts in a B2B SaaS environment
• Excellent communication and interpersonal skills, strategic thinking with the ability to align customer success strategies with business goals effectively across cultures and time zones
• Demonstrated ability to handle complex customer situations and de-escalations
• Proficiency in CRM systems, Customer Success tools and BI tools (Salesforce strongly preferred)
• Familiarity with the SMB market and its unique challenges (preferred)
• Experience in the short-term rental industry is a huge advantage