Customer Success Manager, Hostaway
+ Equity
More information about location
Vacation rental software for property managers
Posted today
Vacation rental software for property managers
201-500 employees
Posted today
+ Equity
More information about location
201-500 employees
Company mission
To partner with property managers in the growth of their business by providing solutions to achieve their goals.
Role
Who you are
- 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
- At least 5-7 years of increasingly complex enterprise experience in customer success, account management, or a similar role in the SaaS industry
- Ability to prioritize and manage a large portfolio of accounts (100-200 customers) 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 driving upsells, cross-sells, and ownership of customer success
- Native-level English language proficiency. Additional language proficiency is desirable
- 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 the job involves
- 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
- 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
- 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
Application process
- Thank you for your interest. If you apply for this role, you will receive an email from our Talent Acquisition team after your application has been reviewed alongside the qualifications for this role and the qualifications of others who have applied
Our take
Hostaway is an all-in-one vacation rental software solution designed to help property owners streamline and grow their businesses. Hostaway’s product provides property owners a way to present their services to the wider market, making them available on different platforms through the use of its multi-integration software.
What makes Hostaway unique is its comprehensive property management ecosystem. beyond just listings, the platform allows clients to manage their properties across a wide range of platforms, including Airbnb, Booking.com, and HomeAway. it also integrates with other key services like Stripe, Expedia, and Tripadvisor, offering customizable solutions that support the diverse needs of vacation rental hosts.
It also had impressive growth over the past five years, with revenue doubling to tripling each year. Alongside this, it recently raised substantial funding to fuel its expansion across Europe and accelerate product development. With its strong track record and clear vision for the future, the future is one of much excitement for Hostaway.
Freddie
Company Specialist at Welcome to the Jungle
Insights
84% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Dec 2024
$365m
GROWTH EQUITY VC
May 2023
$175m
GROWTH EQUITY VC
Total funding: $542.8m
Company benefits
- Company stock options provided to every role
- Career advancement opportunities
- Dynamic international culture
Company HQ
Brickell, Miami, FL
Leadership
Marcus Räder
(Co-Founder & CEO)They have previously served as Product Manager and then Advertising Operations Manager at Kiosked, before moving to be Product Manager at Yousician.
Saber Kordestanchi
(Co-Founder & CSO)They co-founded OrumITC before moving to serve as a Software Engineer at booncon and then Kiosked. They were CTO and COO at Hostaway before becoming CSO.
Ken Weary
(COO)An accomplished international SaaS Executive and Operations Leader specializing in scaling B2B companies to new heights. They joined Hostaway in 2024 as COO.
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