Customer Success Manager (North America - Remote)

tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.

We are bold, like risks, and take on big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it: https://hsptb.com/hndbk

Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to check out one of our public Town Halls for yourself: https://hsptb.com/twnhll

Hospitable.com is a remote-only and fully distributed company. We hire based on timezones.

What you will be working on

Your mission will be to make our customers raving fans of our product and company. You'll be doing this through the following:

• Customer Relationship Management: Develop and maintain strong, long-lasting relationships with assigned customers by acting as their primary point of contact, understanding their business needs, and ensuring their satisfaction with our software.
• Quarterly Business Reviews: Conduct Quarterly Business Reviews (QBRs) with assigned customers to assess the current use of the software, discuss upcoming features, and identify any challenges or opportunities for improvement.
• Product Roadmap Updates: Keep customers informed about the latest product developments, upcoming features, and how they can leverage these to achieve their business objectives. Gather feedback to influence future product enhancements.
• Upsell and Expansion Opportunities: Proactively identify and drive opportunities for customers to expand their use of our software, whether through additional features, higher-tier subscriptions, or complementary products, aligned with the customer's strategic goals.
• Customer Advocacy: Serve as the voice of the customer within the company, ensuring that customer feedback and insights are heard and acted upon by the product, support, and marketing teams. Work with one of our awesome customer advocates Rey, whose favorite fruit is Grapefruit.
• Performance Tracking and Reporting: Monitor customer health metrics, track the success of implemented strategies, and report on customer satisfaction and retention metrics.

Requirements:
For this position, your location is not a requirement. The ideal fit would work under North American timezones.

Don’t tick all the boxes? Talk to us about why you’re still an amazing fit. The successful candidate will demonstrate how they are uniquely qualified for this role and will be someone that we cannot wait to start working with.

• Experience: 3+ years of experience in Customer Success, Account Management, or a related role within a SaaS or software company.
• Customer-Centric Mindset: Demonstrated ability to manage customer relationships, with a focus on understanding and meeting customer needs.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner.
• Problem-Solving Abilities: Strong analytical and problem-solving skills, with the ability to think strategically about customer needs and solutions.
• Sales Acumen: Experience identifying upsell opportunities and a proven track record of meeting or exceeding upsell targets.
• Technical Proficiency: Comfortable working with software tools, understanding product functionality, and providing technical guidance to customers.
• Project Management: Ability to manage multiple customer accounts and projects simultaneously, with strong organizational skills and attention to detail.
• Team Collaboration: Experience working closely with cross-functional teams, including product, support, and marketing, to deliver a seamless customer experience.

Benefits:
The company itself is also a product, one that we iterate on. We're always improving and creating an environment where we all love to work.

• A supportive, radically transparent, and caring team environment, where you are trusted, not managed—and a culture that is focused on results and output.
• The compensation depends on your location, status, and level within our salary bands which will be shared during the interview process. We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation. For contractors, the total cost could range from USD $72,000 - USD $111,100. For US employees, the gross salary could range from USD $66,430.29 to USD $87,129.79.
• In addition to the above mentioned salary budget, an annualized performance bonus pool of 40% of your salary (no cap) is available (paid quarterly) based on quota attainment, achieved from hitting up/cross sell targets.
• We also offer options into the company equity through our $HOST token (RSU's), with a grant value of up to $10,100, to share in the long-term upside value of the company.
• Separately, this role is eligible for up to an additional USD $233,356 per year in Performance Share Units (PSUs). These PSUs do not vest over time and are granted only upon the achievement of clearly defined business performance targets. The size and payout of this award are directly tied to measurable outcomes and are intended to strongly align compensation with company impact.
• 35 days off per year, encouraged (including self-serve public holidays) and parental leave.
• For US employees: healthcare (including EPO, PPO and HSA), 401(k).
• Complimentary mental health and emotional support with therapists on call through Slack by Spill.
• Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.