Customer Success Role

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

📋 Description

• Promote the utilization of Hostaway’s vacation rental management platform across a varied client base.

• Comprehend customer requirements and assist them through tailored onboarding and continuous engagement.

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

• Act as the main point of contact for critical customer concerns and ensure timely resolutions by coordinating with internal teams.

• Perform regular check-ins with clients and offer necessary support or solutions.

• Facilitate webinars and produce user guides and training materials.

• Partner with sales and product teams to relay customer insights and influence business strategies and product enhancements.

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

• Assist North American clients in optimizing their use of Hostaway’s AI-driven vacation rental management software.

⛳️ Requirements

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

• Capability to prioritize and manage a significant portfolio of accounts (100 mid-market accounts) while consistently meeting engagement expectations.

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

• Proven expertise in risk identification, portfolio segmentation, and management of renewals.

• Established ability to build robust customer relationships and manage client expectations effectively at scale.

• Strong problem-solving abilities.

• Native-level proficiency in English.

• Must reside in North America, specifically within the EST or CST time zones.

• Must not require visa sponsorship for employment.

🏝️ Benefits

• Competitive salary reflective of market rates in the applicant's country.

• Fully remote work from any location within the country of residence.

• Attractive stock options.

• Opportunities for professional growth, learning, and development.

• Potential for career advancement.

• Annual paid time off.

• Country-specific health insurance and pension plans, where customary.

• A dynamic, diverse, and international team culture.