Customer Success Manager

Summary

Join Hostaway, a leading SaaS company transforming the vacation rental industry, as a fully remote Customer Success Manager (CSM) based in Europe. As CSM, you will ensure customer success and satisfaction in the EMEA market by proactively addressing customer needs, guiding them on platform usage, and driving platform adoption. You will build strong customer relationships, handle client escalations, identify upselling/cross-selling opportunities, and conduct regular QBRs. The role requires native-level proficiency in Italian, Spanish, French, or German, along with strong English skills. You will collaborate with sales and product teams, monitor account health, and contribute to customer education initiatives. This role is a result of Hostaway's continued growth and offers competitive compensation, equity, and professional development opportunities.

Requirements

• At least 5-7 years of 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 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 Italian, Spanish, French, or German language proficiency. English is our company language, so you also need strong language proficiency there
• 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 Hostaway's platform among clients by understanding their needs and ensuring they maximize value from the solutions
• Develop strong relationships with customers and implement strategies to increase customer retention and satisfaction
• Serve as the primary contact for significant customer issues, coordinating with internal teams for timely resolution
• Identify opportunities to upsell and cross-sell Hostaway's services to help customers grow their businesses
• Conduct regular QBRs and utilize Success Plans to ensure customer satisfaction, understand new challenges, and provide support or solutions
• Conduct webinars, create user guides, and provide training materials to help customers utilize the software
• Collaborate with sales and product teams to share customer insights and 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

Proficiency in more than one of the specified languages (Italian, Spanish, French, or German)

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
• Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company
• 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
• 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)