Customer Success Associate

Summary

Join Hostaway, a SaaS startup transforming the vacation rental industry, as a fully remote Customer Success Associate based in the Philippines. You will proactively support a growing customer base, handling inquiries, processing requests, and identifying renewal barriers. Collaborate with a team to provide support to small, medium, and large accounts. Leverage your consultative selling skills and relationship-building abilities to drive customer success and upsells. This role requires at least two years of experience in customer success or a similar SaaS role, strong communication skills, and the ability to manage a large portfolio of accounts. Hostaway offers competitive compensation, 100% remote work, equity, and professional growth opportunities.

Requirements

• At least 2 years of increasingly complex experience in customer success, account management, or a similar role in the SaaS industry
• Ability to prioritize and manage a large portfolio of accounts (1100-1500 customers), and consistently deliver on expected engagement activities
• Proven track record of NRR and GRR performance, with verifiable expertise in driving upsells, cross-sells, and ownership of customer’s successes
• Native-level English language proficiency. Additional language proficiency is desirable
• Demonstrated ability to build strong relationships with customers and manage client expectations, even at scale
• Excellent problem-solving skills, with a knack for turning complex issues into simple solutions
• Willingness to work in the North American, APAC or EMEA time zones

Responsibilities

• Proactively communicate with customers to provide helpful information, invite them to events, and assist with outreach campaigns
• Improve usage and adoption through proactive and content-driven communications
• Respond to inbound requests via the shared Customer Success queue
• Process upsells, cancelation requests, discount requests, and training requests
• Diagnose potential barriers to renewal and work with customers to overcome these barriers
• Demonstrate commitment to our customer base through the highest level of responsiveness
• Identify ways we can consistently delight our customers

Benefits

• Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant
• 100% Remote: Enjoy the freedom to work from anywhere within your country of residence—be it a co-working space, your home office, or even your dining room table. The choice is yours. Just don’t ask to work in our office (we don’t have one)
• Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company. This ensures we all share in the company’s success
• Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good. We leverage them daily when making strategic and tactical decisions
• Professional Growth: Our rapid growth offers unparalleled learning and development opportunities, along with a multitude of career advancement opportunities
• Annual Paid Leave: The specific amounts vary by country and are aligned with country and/or contract-specific norms
• Geographic Specific Benefits: As an international employer, we offer different country-specific benefits such as Health Insurance and Pensions in countries where these perks are customary. The specifics depend on the country of the applicant
• Dynamic Team Culture: As a global company with team members in over 40 countries, our diverse and international culture fuels our innovation and creativity, providing a key pillar to our success (and making it a lot of fun to work here)