The Guesty Success Program

The goal of the Guesty Success Program is to work closely with those users who are not large enough to have a dedicated Customer Success Manager.

Important:

In order to be considered for the Guesty Success Program, the user should have a Monthly Recurring Revenue (MRR) of at least $500 and five active listings.

Adding a User to the Program

• Activate the SF SMB toggle to put in a request for the user to be added. 
• The SMB team will review the list every two weeks.
• The request will be marked either Approved, Declined or Pending.

Note:

If marked Pending, it will be reviewed again in another two weeks to see how the account is doing.

• Accounts that have been declined for the Program will remain with Support until they become eligible for the Program.
• Accounts are added every two weeks to the Program and evaluated regardless of being flagged by Onboarding/Support/Sales.

Guidelines After Being Accepted Into the Program

Once accepted, the user receives an introduction email from the SMB team and is added to their mailing list of exclusive content. Here are the guidelines after joining the Program.

• The program is officially branded as the Guesty Success Program.
• The SMB team should always be referred to as someone from the Guesty Success Program to users, rather than a designated Customer Success Manager.
• This segment is classified as mid-touch.
• The SLA for user emails is two working days. 
• Retention calls or emails will be made within 24 hours.
• Two consultation calls are offered per quarter.

Note:

More consultation calls are available for purchase. Extra calls can also be used as a retention tool if needed.

Tip:

Want to learn more? Check out our Introduction to the Guesty Success Program presentation (internal use only).