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Hostaway
Hostaway
51 – 200 Employees
ConsultingHospitalityLogistics
Hostaway develops vacation rental management software for property managers in the hospitality sector. Its platform brings channel management, automated guest messaging, dynamic pricing, financial tracking, booking administration, and operational workflows into one dashboard, with integrations for Airbnb, Vrbo, Booking.com, and other major travel platforms. Hostaway also provides an API for custom integrations and supports property managers managing portfolios ranging from a small number of listings to thousands. The company’s team includes customer support operations serving property managers globally, alongside the product and technical teams responsible for its rental management tools.
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Senior Customer Success Manager, North America (Remote)

Guide North American property managers as they adopt Hostaway’s AI-powered vacation rental platform. Own onboarding, account health, renewals, retention, and customer education across SaaS accounts.

USUnited StatesALAlabamaAZArizonaFLFloridaILIllinoisMAMassachusettsMNMinnesotaMOMissouriNJNew JerseyNCNorth CarolinaSCSouth CarolinaTNTennesseeTXTexasRemoteFull-timeMiddleSeniorEnglish RequiredCustomer SuccessCustomer Success Manager

Description

  • Help customers adopt Hostaway’s vacation rental management platform
  • Learn customer needs and lead tailored onboarding and ongoing engagement
  • Build customer relationships and plans that support retention and satisfaction
  • Own escalated customer issues and coordinate timely resolutions with internal teams
  • Check in with clients regularly and provide relevant support and solutions
  • Host webinars and develop user guides and training materials
  • Share customer insights with Sales and Product to inform business strategy and product improvements
  • Track and report account health, product usage, and customer satisfaction
  • Help North American customers get effective use from Hostaway’s AI-powered vacation rental software

Requirements

  • Bring 3–5 years of customer success experience in the SaaS industry
  • Manage a large portfolio, including 100 mid-market accounts, while completing expected customer engagement activities
  • Show a record of performance in Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
  • Demonstrate expertise in identifying risk, segmenting portfolios, and owning renewals
  • Build strong customer relationships and manage expectations across a large client base
  • Apply strong problem-solving skills
  • Speak English at a native level
  • Be based in North America in the EST or CST time zone
  • Be able to work without visa sponsorship

Benefits

  • Market-rate compensation based on the applicant’s country
  • Fully remote work from within your country of residence
  • Stock options
  • Professional learning and development opportunities
  • Career advancement opportunities
  • Annual paid leave
  • Country-specific health insurance and pension where customary
  • A dynamic, diverse, international team culture

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