Customer Success Manager

Summary

Join Hostaway, a SaaS startup transforming the vacation rental industry, as a fully remote Customer Success Manager (CSM) based in North America. You will play a vital role in ensuring customer success and satisfaction by proactively working with clients, addressing their needs, and guiding them to fully utilize our platform. This role requires driving platform adoption, fostering strong customer relationships, handling client escalations, and ensuring high customer retention. You will also identify upselling and cross-selling opportunities and contribute to customer education through webinars and training materials. Collaboration with sales and product teams is crucial to share customer insights and inform business strategies. Success will be measured by high adoption rates and strong customer retention.

Requirements

• At least 5-7 years of increasingly complex enterprise experience in customer success, account management, or a similar role in the SaaS industry
• Ability to prioritize and manage a large portfolio of accounts (100-200 customers) while consistently delivering on expected engagement activities
• Proven track record of Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) performance, with verifiable expertise in driving upsells, cross-sells, and ownership of customer success
• Native-level English language proficiency
• 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

Responsibilities

• 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
• Develop strong relationships with customers and implement strategies to increase customer retention and satisfaction
• 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
• 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
• Identify opportunities for customers to use more of our services to help their businesses grow. Communicate the value of these opportunities effectively
• Conduct webinars, create user guides, and provide other training materials to help customers understand and fully utilize our software
• Work closely with the sales and product teams to share customer insights that inform new business strategies and product improvements
• Monitor and report on account health, usage, and client satisfaction metrics to provide insights and recommendations

Preferred Qualifications

Additional language proficiency is desirable

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)