Customer Success Associate - 100% Remote - EMEA

NOTE: This is a FULLY remote role, but the candidate must be within a European timezone 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 willing to work within the Central European Timezone.

Trusted by 20,000+ property managers worldwide, Hostaway is an industry leading, AI-powered vacation rental management platform designed for professional short-term rental operators. Hostaway brings everything together for greater efficiency and faster growth.

Profitable, high-growth, and the first short-term rental PMS unicorn 🦄. Join us at our most exciting stage yet! Learn more about our recent valuation and story here.

About the role

We’re looking for a Customer Success Associate to join our team and support our SMB customers across key markets. This is a great opportunity for someone who enjoys working closely with clients, thrives in a fast-paced environment, and loves turning day-to-day customer interactions into long-term success and retention.

In this role, you’ll act as a trusted partner for a portfolio of small and medium-sized customers, helping them navigate requests, solve issues, and get ongoing value from Hostaway. A large part of your day-to-day work will be focused on managing tickets and client requests, so we’re looking for someone who is organized, responsive, and comfortable handling a high volume of customer conversations with care and confidence.

Your Mission

• Handle and process the main incoming requests via the ticketing system (cancellation requests, discount requests, contract negotiations, and optimization/training calls) with a strong focus on retention and churn prevention.

• Support SMB customers across key markets in English, French, and Spanish, ensuring clear, professional, and customer-focused communication.

• Improve usage and adoption through proactive, content-driven communications and scheduled optimization calls.

• Diagnose potential barriers to renewal and partner with customers to overcome them.

• Demonstrate commitment to our customer base through the highest level of responsiveness.

• Identify opportunities to consistently delight customers and advocate for their needs internally.