Customer Success Manager - 100% Remote - US
HostawayVacation Rental company
United StatesMid
General Atlantic
PSG Equity
Vendep Capital
Inventive Ventures
Leap
Business Finland Venture Capital
Sales & Account ManagementNew
About the role
TL;DR
Ensure customer success and satisfaction by guiding them to leverage vacation rental software.
- •NOTE: This is a FULLY remote role, but the candidate must be within US, EST or CST to collaborate with their team, peers, and internal customers.
- •Please only apply if you are physically based within Location/Timezone.
- •Trusted by 20,000+ property managers worldwide, Hostaway is an industry leading, AI-powered vacation rental management platform designed for professional short-term rental operators.
- •Hostaway brings everything together for greater efficiency and faster growth.
- •Profitable, high-growth, and the first short-term rental PMS unicorn 🦄.
- •Join us at our most exciting stage yet! Learn more about our recent valuation and story here.
- •As a Customer Success Manager (CSM), you’ll play a vital role in ensuring the success and satisfaction of our customers across North America.
- •Your ultimate goal will be to help our customers thrive in their business by effectively using our vacation rental software.
- •This role involves proactively working with customers to understand their needs, address their issues, and guide them to fully leverage our platform.
- •We are specifically looking for a native-level English speaker who will work closely with our U.S. and North American accounts.
- •Your communication skills and cultural understanding will be crucial in providing exceptional support and building strong relationships with our customers in this region.
- •About the role Adoption: Drive the adoption of our platform among a diverse client base.
- •Understand customer needs deeply, guide them through personalized onboarding and ongoing engagement strategies, and ensure they realize the maximum value from our solutions.
- •Your success will be measured by your ability to foster high adoption rates, ensuring customers become product champions who contribute to the overall growth and success of our community.
- •Customer Retention: Develop strong relationships with customers and implement strategies to increase customer retention and satisfaction.
- •Client Escalation Handling: Serve as the primary contact for any significant issues our customers face.
- •You'll coordinate with the appropriate internal teams to ensure a timely and effective resolution.
- •Ongoing Client Engagement: Regularly check in with clients to ensure they are satisfied with our services, understand new challenges they are facing, and provide appropriate support or solutions.
- •Customer Education: Conduct webinars, create user guides, and provide other training materials to help customers understand and fully utilize our software.
- •Collaboration: Work closely with the sales and product teams to share customer insights that inform new business strategies and product improvements.
- •Account Management: Monitor and report on account health, usage, and client satisfaction metrics to provide insights and recommendations.
Required skills
Customer SuccessCustomer OnboardingAccount Management
Domain expertise
proptechtravel
Benefits & perks
Remote work