Offer summary

Qualifications:

Native-level English speaker with strong communication skills., Experience in customer success or account management roles., Ability to understand customer needs and provide tailored solutions., Familiarity with SaaS products and the vacation rental industry is a plus..

Key responsabilities:

Drive customer adoption of the platform through personalized onboarding and engagement strategies.

Develop and maintain strong relationships with customers to enhance retention and satisfaction.

Serve as the primary contact for client escalations and coordinate resolutions with internal teams.

Conduct training sessions and create educational materials to help customers maximize their use of the software.

Job description

NOTE: This is a FULLY remote role, but the candidate must be within the North American region to collaborate with their team, peers, and internal customers. You do not have to be in the specific country or city shown in this listing, but please only apply if you are physically based within North America.

Hostaway is a SaaS startup that is transforming the vacation rental industry. With innovative solutions and partnerships with giants like Airbnb, VRBO, and Booking, we're taking on the competition and winning. Leveraging our customer-centric core values, we consistently deliver results that encourage growth, learning, and innovation for our team, our customers, and the industry.

As a profitable and growing company, this role is necessitated by our continued growth.

As a profitable and growing company, this role is necessitated by our continued growth. Check out more about our recent funding round of $365 million here.

As a Customer Success Manager (CSM), you’ll play a vital role in ensuring the success and satisfaction of our customers across North America. Your ultimate goal will be to help our customers thrive in their business by effectively using our vacation rental software. This role involves proactively working with customers to understand their needs, address their issues, and guide them to fully leverage our platform.

We are specifically looking for a native-level English speaker who will work closely with our U.S. and North American accounts. Your communication skills and cultural understanding will be crucial in providing exceptional support and building strong relationships with our customers in this region.

Your Mission:

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.