Customer Success Team Lead

Guesty London, London, England, United Kingdom

Posted 16 Jul 2026

Last seen 20 Jul 2026

Location London, London, England, United Kingdom

Lifecycle aged

Grade F

Why this grade

This listing scored 28/100, which is an F. It lost the most ground on pay transparency.

Description depth 20 / 20 How much the posting actually says about the work, measured in characters of real text.
Role specificity 10 / 10 Whether the listing is tagged well enough to tell what the role actually is.
Remote clarity 8 / 15 Whether "remote" means anywhere, or is quietly restricted to one country.
Corroboration 5 / 10 Whether more than one source carries this listing.
Freshness 0 / 15 How recently it was posted. Older postings are likelier to be filled or abandoned.
Pay transparency 0 / 25 A published salary range, worth more than any other single factor because it is what a candidate cannot find out without applying.

-15 Ghost-job penalty — Deducted for signals that this posting may not be a real, currently-open role — staleness, repeated relisting, or talent-pool language.

Every figure above is arithmetic over the posting itself — its salary field, its text, its age, its tags and how many sources carry it. How the grades work →

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Guesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. Weâre a fast-growing global startup thatâs transforming how the industry works â from guest experience to business growth.

With a powerful suite of features and integrations with 150+ industry partners â including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and many more â Guesty empowers property managers to deliver top-tier guest experiences while running more efficient, data-driven operations.

Weâre proud to have over 900+ team members across 16 countries worldwide, all working together to build the future of hospitality technology.

If youâre looking to grow your career in a dynamic, global, and impact-driven environment, weâd love to hear from you.

We are looking for a Customer Success Team Lead to manage and develop our SMB segment in EMEA. The Team Lead will lead a global team of 5 CSMs responsible for 800+ clients across the region, and be responsible for driving customer retention, upsells, and overall account growth. This role will also support the Director in building scalable processes for the team, digitalising the customer journey, and coaching the CSMs on driving strategic conversations with clients.

If you're passionate about Customer Success, have a talent for developing high-performing teams, and thrive in a dynamic global environment, we want to hear from you. Join us in ensuring success for our SMB customers and driving strategic growth for Guesty.

Responsibilities:

Lead and mentor a team of global CSMs, ensuring they meet and exceed performance targets
Conduct regular performance reviews and provide ongoing feedback to the 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 other teams (Operations, Sales, Onboarding) to resolve blockers for your team
Continuously raise the bar on the Customer Success team with high-quality work, proactive improvement suggestions, and a high level of internal collaboration

Requirements:

Proven track record of managing 3+ 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
Barcelona-based candidates must work from the office twice a week; all other locations mentioned are fully remote.

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.

Please mention the word **BLITHE** and tag RMmEwMjo0NzgwOjQxOjM0MTg6OjE= when applying to show you read the job post completely (#RMmEwMjo0NzgwOjQxOjM0MTg6OjE=). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.

Apply for this role Opens remoteOK.com — the link as listed; we have not yet verified it is the employer's own page

Where this listing came from

18 Jul 2026 RemoteOK first sighting

Seen on 1 board over 1 day.