Enterprise customer success manager Work, Jobs in Remote (with Salaries)

Enterprise Customer Success Manager
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Quick apply
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enterprise customer success manager jobs near remote

Enterprise Customer Success Manager

Guesty -
Remote

Quick apply

Job details

Full-time

Qualifications

Hospitality
IT
SaaS
Account management

Full job description

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

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

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

If you’re looking to grow your career in a dynamic, global, and impact-driven environment, we’d love to hear from you.

Guesty is scaling its EMEA Customer Success. You will own a portfolio of enterprise and strategic accounts — the highest-MRR, highest-complexity accounts in EMEA — and be accountable for growing revenue, deepening SaaS product adoption, and protecting gross retention.

This is not a support role. You are a trusted commercial partner to your accounts and an internal advocate for their needs. You will lead executive relationships, drive structured expansion conversations, and work closely with Sales, RevOps, and Product to move the needle on SaaS attach and account health.

Requirements:

5+ years in enterprise Customer Success, Account Management, or a commercial AM role in a SaaS environment
Strong industry experience in Property Management, TravelTech, or Hospitality SaaS, with a deep understanding of the market and customer workflows – Must.
Demonstrable track record of owning and closing upsell and expansion revenue — not just supporting it
Experience managing complex, multi-stakeholder accounts at senior level (Director / VP / C-suite)
Strong commercial acumen: comfortable in conversations about ROI, unit economics, and business impact
Structured communicator — written and verbal. Able to distil complexity into a clear recommendation or ask
Churn instinct: reads account health signals early and acts before the red flag is visible to everyone
Data-driven: uses CRM and product data to drive conversations, not just gut feel
Collaborative by default — builds internal relationships as deliberately as external ones
Must be based in Madrid, Barcelona, Valencia, or the UK.
Barcelona-based candidates must work from the office twice a week; all other locations mentioned are fully remote.

Preferred

Familiarity with Salesforce, Zuora, or similar CRM and billing systems
Exposure to payments or fintech products as part of a broader SaaS portfolio
Experience operating in a high-growth, scaling environment where process is still being built

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.

Responsibilities:

Commercial Growth

Drive SaaS upsell and cross-sell across your portfolio — Shield, GuestyPay, and other products — with a structured pipeline and a consistent conversation cadence
Own expansion ARR targets and report weekly on pipeline, blockers, and close timelines
Run proactive QBRs and EBRs focused on business outcomes and commercial opportunities, not status updates

Account Governance

Maintain deep account knowledge — MRR, product adoption, health signals, renewal timing, stakeholder map
Identify risk early and own recovery plans; churn should never be a surprise
Ensure accounts are documented and operating within the agreed SLA and activity frameworks

Strategic Relationship Management

Build and maintain multi-threaded executive relationships — not just the day-to-day contact
Position yourself as a trusted advisor: your customers should see you as someone who understands their business and advocates for their success
Manage escalations with calm and precision; know when to involve leadership and how to frame it

Internal Collaboration

Partner with Sales on renewal and expansion plays; maintain clean handoffs and shared account intelligence
Work with RevOps on CRM hygiene, tier tagging, and activity reporting
Bring voice-of-customer insight into Product and leadership conversations — with data, not anecdote

Quick apply

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