Airbnb is a global platform that connects hosts and guests, and they are seeking a Technical Customer Success Manager for their Real Estate team. This role focuses on onboarding property partners, providing technical support, and ensuring customer success through proactive engagement and collaboration with cross-functional teams.
Responsibilities:
- Work with the account manager during the implementation phase for new and existing real estate partners, ensuring seamless onboarding of properties
- Manage multiple simultaneous onboarding projects, maintaining high quality and timely delivery
- Participate in partner onboarding calls to capture requirements and configure property accounts
- Analyze onboarding data to determine optimal configurations and proactively identify blockers
- Configure property settings in internal tools, maintaining accurate data in Salesforce, Airtable, and onboarding systems
- Oversee peer QA processes to validate correct implementations
- Notify relevant stakeholders of any issues or missing data that might delay projects
- Execute regular audits on property inventory, content, and configurations
- Perform updates, activations, and deactivations for listings and floor plans as required
- Manage support queues, including on-call rotations and escalation of complex technical requests
- Ensure data accuracy in marketing feeds and building/unit addresses (ex. Yardi RentCafe, Rent Roll Report)
- Manage and process support requests by updating property configurations or changing listing statuses as needed
- Work closely with engineering teams to resolve complex or technical problems beyond standard workflows
- Act as a technical product expert and trusted advisor for assigned accounts
- Respond quickly to partner inquiries and technical issues, coordinating resolutions across teams
- Support Sales on-demand by identifying growth opportunities and potential risks
- Proactively monitor account health, leveraging data-driven insights to drive retention and expansion
- Lead or participate in digital engagements (trainings, webinars, targeted campaigns) to educate partners and share best practices
- Maintain regular communication with partners, providing updates and strategic guidance throughout their journey
- Share customer insights and feedback to inform product development and improve internal processes
- Collaborate with cross-functional teams to ensure seamless customer journeys
- Contribute to team knowledge bases, enablement initiatives, and process documentation
Requirements:
- 5+ years of B2B customer success, implementation, or technical account management experience (SaaS or Real Estate preferred)
- 3+ years of project management experience
- Strong technical aptitude: comfortable with tools such as Google Suite, Salesforce, Asana and Airtable
- Excellent written and verbal communication skills
- Demonstrated ability to manage multiple projects/accounts in a fast-paced environment
- Analytical mindset with keen attention to detail and a solution-oriented attitude
- Ability to quickly build trust and rapport with customers, acting as their advocate
- Proactive, adaptive, and able to operate independently with minimal guidance
- Bachelor's degree
- Experience supporting real estate or multifamily operator accounts
- Familiarity with property management systems or real estate technology platforms (Syndication Tools, Yardi RentCafe, Entrata ILS Portal)
- Experience running webinars, office hours, or scalable customer engagement programs
- API & Integration Knowledge: Ability to understand API documentation, REST/SOAP, JSON and test tools like Postman or CURL
- Familiarity with relational databases, SQL queries, and structured data environments