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Hostaway · 3 days ago

Customer Success Manager - 100% Remote - North America

United States

Full-time

Remote

Mid Level

3+ years exp

Hostaway is a market-leading SaaS scale-up transforming the vacation rental industry. As a Customer Success Manager, you'll ensure customer satisfaction and success by helping them effectively use our vacation rental software and fostering strong relationships with clients across North America.

Property ManagementSoftwareVacation Rental

Growth Opportunities

Responsibilities

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

Upselling and Cross-selling: Identify opportunities for customers to use more of our services to help their businesses grow. Communicate the value of these opportunities effectively

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

Qualification

Customer Success ManagementSaaS Industry ExperienceNet Revenue RetentionSalesforceZendeskAccount ManagementSpanish LanguageProblem-SolvingRelationship Building

Required

3-5 years of experience as a Customer Success Manager with Mid Market customers in the SaaS industry

Ability to prioritize and manage a large portfolio of accounts (100-200 mid market accounts) 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 risk identification, portfolio segmentation, and ownership of renewals

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