Customer Success Team Lead (SMB)

TL;DR

Customer Success Team Lead (SMB) (B2B SaaS): Leading and developing a global team of five Customer Success Managers supporting more than 800 SMB clients across EMEA, with an accent on retention, upsells, account growth, and scalable customer processes. Focus on coaching strategic client conversations, resolving complex escalations, digitalising the customer journey, and improving portfolio performance across cultures and time zones.

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

Company

hirify.global is a global hospitality technology startup providing an all-in-one platform that helps property managers automate, optimise, and scale their operations.

What you will do

• Lead, mentor, and develop a global team of five Customer Success Managers.
• Set performance expectations, conduct reviews, and provide continuous feedback.
• Drive customer retention, upsells, account growth, and portfolio health across more than 800 SMB clients.
• Analyse customer data and trends to identify process improvements and strategic initiatives.
• Handle high-level customer escalations and maintain relationships with key accounts.
• Collaborate with Operations, Sales, Onboarding, and senior leadership to remove blockers and improve delivery.

Requirements

• Experience managing at least three Customer Success Managers in a B2B SaaS environment.
• Demonstrated success closing upsells and managing a high volume of accounts.
• Excellent communication, interpersonal, and strategic thinking skills across cultures and time zones.
• Experience handling complex customer situations and de-escalations.
• Proficiency with CRM, Customer Success, and business intelligence tools; Salesforce experience is strongly preferred.
• Familiarity with the SMB market is preferred; short-term rental industry experience is a major advantage.

Culture & Benefits

• Work in a global environment with more than 900 employees across 16 countries.
• Collaborate across international and cross-functional teams.
• Contribute to a fast-growing hospitality technology startup focused on operational efficiency and customer growth.
• Fully remote work is available outside Barcelona; Barcelona-based candidates work from the office twice weekly.