Hostaway

Customer Success Manager - 100% Remote - US

Work from home

Remote role where the employee must remain based in a particular country.

Listed for United States

From the listing details: Source listing states candidate location: "Remote job, Austin, United States, Birmingham, Boston, Charleston, Charlotte, Chicago, Dallas, Houston, Kansas City, Miami, Minneapolis, Nashville, Phoenix, Tampa Bay, Atlanta, Indiana, Lyndhurst, Remote"

Employer listed it 5 days ago · Added 2 days ago

First listed 5 days ago and still open.

Salary

Not stated

Location

Listed for United States

Timezone

Not stated

Contract

Full-time

Experience

Mid

What the advert says

Quoted word for word from the employer's advert. Where it says nothing, we say so.

Working hours: NOTE: This is a FULLY remote role, but the candidate must be within US, EST or CST to collaborate with their team, peers, and internal customers.
Where you can work from: P lease only apply if you are physically based within Location/Timezone.
Contract: Not mentioned in the advert
Experience asked for: At least 3-5 years of experience in customer success in the SaaS industry.
Pay: Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant.

Remote flexibility

Work from home

This is a remote role, but the employee must be based in United States. It is work from home rather than work from anywhere.

What the employer says

Source listing states candidate location: "Remote job, Austin, United States, Birmingham, Boston, Charleston, Charlotte, Chicago, Dallas, Houston, Kansas City, Miami, Minneapolis, Nashville, Phoenix, Tampa Bay, Atlanta, Indiana, Lyndhurst, Remote"
Job description states: "FULLY remote role, but the candidate must be within US"

What Nomaders makes of it

Payroll and tax are likely handled in that country only

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

Before you apply

Experience: employer states

Written as a requirement

“At least 3-5 years of experience in customer success in the SaaS industry.”

Questions worth asking: Nomaders interpretation

The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.

Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.

About the role

NOTE: This is a FULLY remote role, but the candidate must be within US, EST or CST to collaborate with their team, peers, and internal customers. P lease only apply if you are physically based within Location/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 .

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.

About the role

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.

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.

At least 3-5 years of experience in customer success in the SaaS industry.

Ability to prioritize and manage a large portfolio of accounts (100 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.

What we offer

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.

Requirements

The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.

Benefits

·Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant.
·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.

How to apply

1Check the flexibility label above, work from home, matches where you plan to live and work.
2Tailor your CV to the role at Hostaway, mentioning your remote working experience.
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 3d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.