Customer Success Team Lead

• Manage and develop the SMB segment in the Americas
• Lead a global team of 6–8 Customer Success Managers responsible for 1,000+ clients
• Drive customer retention, upsells, and overall account growth
• Support the Director in building scalable team processes
• Digitalize the customer journey
• Coach CSMs on driving strategic client conversations
• Lead and mentor CSMs to meet and exceed performance targets
• Conduct performance reviews and provide ongoing feedback
• Analyze customer data and trends to identify process improvements and strategic initiatives
• Report team performance and portfolio health to senior leadership
• Manage high-level customer escalations and maintain relationships with key accounts
• Collaborate cross-functionally with Operations, Sales, and Onboarding to resolve blockers
• Drive high-quality work, proactive improvements, 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

• Equal employment opportunities regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law