Customer Success Manager

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. We are looking for a proactive Customer Success Manager in Canada to join our team, partner closely with mid-market customers as a trusted advisor, and play a key role in driving customer satisfaction, retention, and revenue growth. *RESUMES MUST BE SUBMITTED IN ENGLISH TO BE CONSIDERED* Responsibilities Own Strategic Customer Relationships Serve as the primary point of contact for enterprise customers, building strong executive-level relationships and acting as a trusted advisor. Drive Customer Retention Proactively manage account health, mitigate risks, and ensure consistent delivery of value to achieve high gross retention rates. Increase Net Dollar Retention (NDR) Identify and execute on opportunities to expand account value through cross-sell, upsell, and increased product adoption. Lead Account Growth & Expansion Partner with Business Program Managers to drive upsell and expansion opportunities, including renewals, contract expansions, and multi-year agreements. Customer Engagement & Adoption Develop and execute success plans that drive product usage, feature adoption, and measurable business outcomes. Executive Business Reviews (EBRs) Conduct regular business reviews with stakeholders to align on goals, demonstrate ROI, and uncover growth opportunities. Risk Identification & Mitigation Monitor customer health signals and intervene early to prevent churn or contraction. Voice of the Customer Advocate for customer needs internally, influencing product, support, and go-to-market teams. Cross-Functional Collaboration Work closely with Sales, Product, Support, and Marketing to deliver a seamless customer experience. Requirements 5+ years of experience in Customer Success, Account Management, or related roles, preferably in enterprise SaaS Proven track record of managing high-value accounts and driving revenue growth Strong commercial acumen with experience in upselling and contract negotiations Excellent executive presence and communication skills Data-driven mindset with the ability to translate insights into action Experience working cross-functionally in a fast-paced environment Experience in hospitality and property management tech a plus 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.