Customer Success Manager (Spanish Speaking) - 100% Remote - North America

Hostaway is a market-leading SaaS scale-up transforming the vacation rental industry. The Customer Success Manager will ensure customer success and satisfaction across North America by helping clients effectively use the vacation rental software, driving adoption, and fostering strong relationships.

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

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
• Native level English and Spanish proficiency is required for this role
• Experience with Salesforce and Zendesk are nice to have