Customer Success Manager - 100% Remote - North America

Hostaway is an industry leading, AI-powered vacation rental management platform designed for professional short-term rental operators. As a Customer Success Manager, you will ensure customer satisfaction and success by helping them effectively use the vacation rental software, driving adoption, retention, and engagement strategies.

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

Requirements:

• 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
• Experience with Salesforce and Zendesk are nice to have