Customer Success Team Lead (SMB)

Join our team as a Customer Success Team Lead for the SMB segment in EMEA. You will lead a global team of 5 Customer Success Managers, drive customer retention and account growth, and support the Director in building scalable processes. This role requires a proven track record in managing CSMs in a B2B SaaS environment, proficiency in CRM systems, and excellent communication skills.

• Lead and mentor a global team of Customer Success Managers, ensuring they meet and exceed performance targets.
• Analyze customer data and trends to identify opportunities for process improvement and strategic initiatives, and report on team performance to senior leadership.
• Manage high-level customer escalations and maintain strong relationships with key accounts, while working cross-functionally with other teams to resolve blockers.
• Proven track record of managing 3+ CSMs in the B2B SaaS environment, ideally in an international environment
• Proficiency in CRM systems, Customer Success tools and BI tools (Salesforce strongly preferred)
• Demonstrated ability to handle complex customer situations and de-escalations
• Experience in the short-term rental industry is a huge advantage
• Familiarity with the SMB market and its unique challenges (preferred)
• 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
• Barcelona-based candidates must work from the office twice a week; all other locations mentioned are fully remote