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Customer Success Manager

2 weeks ago

United States Hostaway Full time
NOTE: This is a FULLY remote role, but the candidate must be within the North American region to collaborate with their team, peers, and internal customers. You do not have to be in the specific country or city shown in this listing, but please only apply if you are physically based within North America.

Hostaway is a SaaS startup that is transforming the vacation rental industry. With innovative solutions and partnerships with giants like Airbnb, VRBO, and Booking, we're taking on the competition and winning. Leveraging our customer-centric core values, we consistently deliver results that encourage growth, learning, and innovation for our team, our customers, and the industry.

As a profitable and growing company, this role is necessitated by our continued growth.

As a profitable and growing company, this role is necessitated by our continued growth. Check out more about our recent funding round of $365 million here.

As a Customer Success Manager (CSM), you'll play a vital role in ensuring the success and satisfaction of our customers across North America. Your ultimate goal will be to help our customers thrive in their business by effectively using our vacation rental software. This role involves proactively working with customers to understand their needs, address their issues, and guide them to fully leverage our platform.

We are specifically looking for a native-level English speaker who will work closely with our U.S. and North American accounts. Your communication skills and cultural understanding will be crucial in providing exceptional support and building strong relationships with our customers in this region.

Your Mission:
  • Adoption: Drive the adoption of our platform among a diverse client base. Understand customer needs deeply, guide them through personalized onboarding and ongoing engagement strategies, and ensure they realize the maximum value from our solutions.
  • Your success will be measured by your ability to foster high adoption rates, ensuring customers become product champions who contribute to the overall growth and success of our community.
  • Customer Retention: Develop strong relationships with customers and implement strategies to increase customer retention and satisfaction.
  • Client Escalation Handling: Serve as the primary contact for any significant issues our customers face. You'll coordinate with the appropriate internal teams to ensure a timely and effective resolution.
  • Ongoing Client Engagement: Regularly check in with clients to ensure they are satisfied with our services, understand new challenges they are facing, and provide appropriate support or solutions.
  • Upselling and Cross-selling: Identify opportunities for customers to use more of our services to help their businesses grow. Communicate the value of these opportunities effectively.
  • Customer Education: Conduct webinars, create user guides, and provide other training materials to help customers understand and fully utilize our software.
  • Collaboration: Work closely with the sales and product teams to share customer insights that inform new business strategies and product improvements.
  • Account Management: Monitor and report on account health, usage, and client satisfaction metrics to provide insights and recommendations.
  • At least 5-7 years of experience in customer success in the SaaS industry.
  • Ability to prioritize and manage a large portfolio of accounts (100-200 mid market accounts) while consistently delivering on expected engagement activities.
  • Proven track record of Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) performance, with verifiable expertise in risk identification, portfolio segmentation, and ownership of renewals.
  • Demonstrated ability to build strong relationships with customers and manage client expectations, even at scale.
  • Excellent problem-solving skills, with a knack for turning complex issues into simple solutions.
  • Additional language proficiency is desirable (Spanish/French).


What we offer
  • Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant
  • 100% Remote: Enjoy the freedom to work from anywhere within your country of residence-be it a co-working space, your home office, or even your dining room table. The choice is yours. Just don't ask to work in our office (we don't have one)
  • Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company. This ensures we all share in the company's success
  • Values-Driven Leadership: Our Core Values are not just words we've written to make us feel good. We leverage them daily when making strategic and tactical decisions
  • Professional Growth: Our rapid growth offers unparalleled learning and development opportunities, along with a multitude of career advancement opportunities
  • Annual Paid Leave: The specific amounts vary by country and are aligned with country and/or contract-specific norms
  • Geographic Specific Benefits: As an international employer, we offer different country-specific benefits such as Health Insurance and Pensions in countries where these perks are customary. The specifics depend on the country of the applicant
  • Dynamic Team Culture: As a global company with team members in over 40 countries, our diverse and international culture fuels our innovation and creativity, providing a key pillar to our success (and making it a lot of fun to work here)


Thank you for your interest. If you apply for this role, you will receive an email from our Talent Acquisition team after your application has been reviewed alongside the qualifications for this role and the qualifications of others who have applied.