Customer Success Manager - 100% Remote - North America

NOTE: This is a FULLY remote role, but the candidate must be within North America 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 EST or CST.

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

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 looking for a CSM 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.

Responsibilities

• 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.

• 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.