Regional Host Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead Your Team — Mentor, develop, and supervise a group of Host Account Managers while fostering a culture of accountability, growth, and high performance.

• Drive Performance — Track regional KPIs such as occupancy, retention, CSAT/NPS, ticket responsiveness, and portfolio health, utilizing data to enhance results.

• Coach Consistently — Engage in regular one-on-ones, performance evaluations, and coaching discussions that facilitate continuous improvement for your team.

• Resolve Escalations — Act as the senior point of contact for complex host issues, collaborating with Senior Host Experience Managers on challenging cases.

• Improve Portfolio Health — Analyze trends within your regional portfolio, proactively spotting risks and implementing solutions before problems escalate.

• Partner Cross-Functionally — Collaborate closely with Product, Operations, Trust & Safety, Member Support, and Data teams to enhance the overall host experience.

• Build the Team — Assist in hiring, onboarding, and training new Host Account Managers while helping to establish consistent operational standards.

• Lead by Example — Stay connected to the work by comprehending policies, workflows, and platform capabilities, enabling you to effectively support your team and exemplify excellence.

⛳️ Requirements

• Leadership Experience — Over 5 years in Customer Success, Account Management, Client Success, or Host Relationship Management, including at least 2 years in a leadership role.

• Coaching Ability — Proven success in developing individuals into high-performing team members through regular coaching and constructive feedback.

• Operational Mindset — Proficient in managing competing priorities while balancing people leadership with operational execution.

• Data Fluency — Capable of interpreting performance metrics, identifying trends, and converting insights into clear actions for your team.

• Customer Expertise — Solid background in managing high-touch customer or client relationships in dynamic, service-oriented environments.

• Marketplace Knowledge — Experience in property management, hospitality, real estate, or marketplace businesses is highly preferred.

• Communication Skills — Outstanding written and verbal communication abilities with the capability to influence direct reports, cross-functional partners, and senior leadership.

• Mission Alignment — Strong passion for PadSplit's mission and a commitment to staying engaged with the work while continuously enhancing the host experience.

🏝️ Benefits

• Fully remote position - we swear!

• Competitive compensation package including an equity incentive plan and company-wide bonus opportunity.

• National medical, dental, and vision healthcare plans.

• Company provided life insurance policy.

• Optional accidental insurances, FSA, and DCFSA benefits.

• Unlimited paid-time off (PTO) policy with eleven (11) company-observed holidays.

• 401(k) plan.

• Twelve (12) weeks of paid time off for both birth and non-birth parents.

• The opportunity to do what you love at a company that is leading the way in addressing the affordable housing crisis.