Vice President of Customer Success

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 200+ 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 800+ team members across the globe .

We are seeking a Global Vice President of Customer Success to join us!

As the Global Vice President of Customer Success, you will be responsible for leading the development and execution of our customer success strategy. This includes overseeing customer adoption, retention, and expansion efforts for our B2B SaaS clients. You will play a critical role in driving customer satisfaction, fostering long-term relationships, and maximizing the lifetime value of our customer base.

In addition, You will lead a high-performing 5 global teams of Customer Success Managers (~30 EE’s), implement best practices across the customer lifecycle, and collaborate closely with Sales, Product, and Engineering teams to ensure our customers achieve their desired outcomes and realize the full value of our platform.

Responsibilities

Leadership & Team Development:

• Lead, mentor, and grow a high-performing global Customer Success team, ensuring alignment with company goals and objectives.
• Foster a customer-first culture across the organization, advocating for customer needs and ensuring customer satisfaction is prioritized at all levels.
• Develop and implement scalable processes for onboarding, customer education, and ongoing customer support.

Strategic Customer Success Planning:

• Design and execute a comprehensive customer success strategy that drives adoption, retention, and growth across the customer base.
• Partner with key stakeholders (Sales, Product, Marketing, and Engineering) to drive cross-functional initiatives that improve the customer experience and increase customer lifetime value.
• Own customer health metrics and ensure proactive engagement to prevent churn, resolve issues, and identify expansion opportunities.

Customer Retention & Expansion:

• Monitor customer health and performance, develop predictive insights, and implement programs to reduce churn while maximizing retention and upsell opportunities.
• Identify high-value customer segments and build tailored success programs that foster long-term relationships and growth.
• Lead quarterly and annual business reviews with strategic customers to assess satisfaction, growth opportunities, and potential for new products/services.

Data-Driven Decision Making:

• Leverage customer feedback, product usage data, and analytics to identify trends, potential risks, and opportunities for improvement.
• Provide regular reporting to the executive team on key customer success KPIs, such as Net Revenue Retention (NRR), churn, customer satisfaction (CSAT), and expansion metrics.

Process Improvement & Scaling:

• Standardize and optimize customer success processes to ensure operational efficiency while delivering high-touch, personalized experiences.
• Develop playbooks, training materials, and automation tools to support the scaling of the customer success function as the company grows.
• Implement best practices for customer communication, issue resolution, and product feedback.

Requirements

• 10+ years of experience in customer success roles within B2B SaaS companies (more than 1 company), with at least 3 years in a Director, VP, or similar executive role.
• Demonstrated success in scaling and managing a Global Customer Success team in a growing SaaS company.
• Proven track record of increasing retention, driving expansion, and improving customer satisfaction in a B2B SaaS environment.
• Deep understanding of customer lifecycle management, retention strategies, and building scalable customer success programs.
• Strong leadership and team-building capabilities, with the ability to inspire and motivate a team towards common goals.
• Excellent interpersonal, communication, and presentation skills; ability to build relationships with key customers and internal stakeholders at all levels.
• Data-driven mindset with proficiency in using customer success tools (e.g., Salesforce, Gong, MixMax) and the abil