Customer Success Manager - 100% Remote - North America

Position Overview

NOTE: This is a fully remote role; however, the candidate must be based within North America (EST or CST) to collaborate effectively with our team, peers, and internal customers.

Hostaway is the market-leading SaaS scale-up transforming the vacation rental industry through innovative solutions and partnerships with companies like Airbnb, VRBO, and Booking. As a Customer Success Manager (CSM), you will play a vital role in ensuring our customers across North America thrive by leveraging our vacation rental software.

We are seeking a native-level English speaker with exceptional communication skills and cultural understanding to support and build lasting relationships with our clients.

Key Responsibilities

• Adoption: Drive the adoption of our platform by understanding customer needs, guiding personalized onboarding, and ensuring customers realize maximum value from our solutions.
• Customer Retention: Develop strong relationships with customers while implementing strategies to enhance retention and satisfaction.
• Client Escalation Handling: Act as the primary contact for significant customer issues, coordinating with internal teams to ensure timely resolutions.
• Ongoing Client Engagement: Regularly check in with clients to address challenges and provide the necessary support or solutions.
• Upselling and Cross-selling: Identify opportunities for customers to leverage additional services to drive their business growth.
• Customer Education: Conduct webinars, develop user guides, and create training materials to help customers fully utilize our software.
• Collaboration: Work closely with sales and product teams to share customer insights that inform business strategies and product enhancements.
• Account Management: Monitor and report on account health, usage, and satisfaction metrics, providing insights and recommendations for improvement.

Required Qualifications

• 3-5 years of experience as a Customer Success Manager working with Mid Market customers in the SaaS industry.
• Ability to prioritize and manage a portfolio of 100-200 mid market accounts while delivering consistent engagement.
• Proven track record of Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) performance, with expertise in risk identification, portfolio segmentation, and renewal management.
• Demonstrated ability to build strong relationships with customers and effectively manage client expectations.
• Excellent problem-solving skills with the capability to turn complex issues into straightforward solutions.
• Native-level English speaker.

Preferred Qualifications

• Experience with Salesforce and Zendesk.
• Additional language proficiency, such as Spanish, is a plus.

Benefits & Perks

• Compensation: We offer competitive pay based on market rates in the applicant's country.
• Location: 100% Remote (applicants must be based within North America on EST or CST).
• Equity: Every role comes with valuable stock options in a fast-growing, profitable company.
• Values-Driven Leadership: Our core values guide our strategic and tactical decisions every day.
• Professional Growth: Benefit from unparalleled learning, development, and career advancement opportunities.
• Annual Paid Leave: Leave policies vary by country and contract-specific norms.
• Geographic Specific Benefits: We offer country-specific benefits such as Health Insurance and Pensions where customary.
• Dynamic Team Culture: Join our diverse, global team that fuels innovation and creativity.