Customer Success Manager

This is a fully remote position, open to applicants in Alabama, +11 more states.

📋 Description

• Promote the adoption of Hostaway’s AI-driven vacation rental management platform.

• Assess customer requirements and deliver tailored onboarding and continuous engagement.

• Cultivate relationships and strategies aimed at enhancing customer retention and satisfaction.

• Act as the primary point of contact for major customer concerns and facilitate internal solutions.

• Perform regular client check-ins and offer assistance or solutions as needed.

• Host webinars and produce user guides and training resources.

• Work alongside sales and product teams to relay customer insights.

• Track and report on account health, usage statistics, and customer satisfaction metrics.

• Offer recommendations based on account analytics.

⛳️ Requirements

• 3–5 years of experience in customer success within the SaaS sector.

• Capacity to prioritize and manage a substantial portfolio of around 100 mid-market accounts.

• Proven performance in Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).

• Proficiency in risk identification, portfolio segmentation, and oversight of renewals.

• Demonstrated ability to establish strong customer relationships and manage client expectations on a large scale.

• Exceptional problem-solving abilities.

• Native-level proficiency in English.

• Must reside in the United States within the EST or CST time zones.

• Must be capable of collaborating with U.S. and North American accounts.

• Experience in B2B SaaS.

🏝️ Benefits

• 100% remote work within the applicant’s country of residence.

• Attractive stock options/equity.

• Opportunities for learning and development.

• Potential for career advancement.

• Annual paid leave aligned with country- and contract-specific standards.

• Country-specific health insurance and pension benefits where applicable.

• A culturally diverse international team.

• Competitive compensation based on market rates in the applicant’s country.