Hostaway
Hostaway offers scalable solutions with award-winning support to fast-growing vacation rental property managers!
Customer Success Manager
Location
Texas
Posted
12 hours ago
Salary
Not specified
3 yrs expEnglish
Job Description
• 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.
• 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.
• 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.
Job 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.
Benefits
- Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant.
- 100% Remote: Enjoy the freedom to work from anywhere within your country of residence—be it a co-working space, your home office, or even your dining room table. The choice is yours. Just don’t ask to work in our office (we don’t have one).
- Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company. This ensures we all share in the company’s success.
- Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good. We leverage them daily when making strategic and tactical decisions.
- Professional Growth: Our rapid growth offers unparalleled learning and development opportunities, along with a multitude of career advancement opportunities.
- Annual Paid Leave: The specific amounts vary by country and are aligned with country and/or contract-specific norms.
- Geographic Specific Benefits: As an international employer, we offer different country-specific benefits such as Health Insurance and Pensions in countries where these perks are customary. The specifics depend on the country of the applicant.
- Dynamic Team Culture: As a global company with team members in over 40 countries, our diverse and international culture fuels our innovation and creativity, providing a key pillar to our success (and making it a lot of fun to work here).
