Customer Success Team Lead (SMB)

TL;DR

Customer Success Team Lead (SMB): Managing and developing a team of CSMs in the EMEA region with an accent on driving customer retention, upsells, and account growth. Focus on building scalable processes, digitalizing the customer journey, and coaching the team to drive strategic client conversations.

Location: Barcelona-based candidates must work from the office twice a week; all other locations are fully remote within EMEA.

Company

hirify.global is a global startup providing an all-in-one platform for hospitality businesses to automate, optimize, and scale their operations.

What you will do

• Lead and mentor a global team of CSMs to meet and exceed performance targets.
• Analyze customer data and trends to identify opportunities for process improvement.
• Manage high-level customer escalations and maintain strong relationships with key accounts.
• Report on team performance and portfolio health to senior leadership.
• Collaborate cross-functionally with Operations, Sales, and Onboarding teams to resolve blockers.
• Drive strategic initiatives to improve the customer journey and internal collaboration.

Requirements

• Proven track record of managing 3+ CSMs in a B2B SaaS environment.
• Experience in successfully closing upsells and managing a high volume of accounts.
• Strong strategic thinking and ability to align success strategies with business goals across cultures and time zones.
• Demonstrated ability to handle complex customer situations and de-escalations.
• Proficiency in CRM, Customer Success, and BI tools (Salesforce strongly preferred).
• Must be able to work in the EMEA region.

Nice to have

• Familiarity with the SMB market and its unique challenges.
• Experience in the short-term rental industry.

Culture & Benefits

• Work in a dynamic, global, and impact-driven environment.
• Opportunity to shape the future of hospitality technology.
• Collaborative team culture spanning 16 countries.
• Focus on professional growth and career development.