Customer Success Manager - Remote

About the Role

We're hiring a Customer Success Manager to join our fully remote team at Hostaway. 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 Customer Success Manager role offers the opportunity to work with a diverse client base and make a significant impact on their success.

What You'll Do

• Drive the adoption of our platform among a diverse client base.
• Develop strong relationships with customers to increase retention and satisfaction.
• Serve as the primary contact for any significant customer issues.
• Regularly check in with clients to ensure satisfaction and provide support.
• Identify opportunities for upselling and cross-selling services.
• Conduct webinars and create training materials for customers.
• Collaborate with sales and product teams to share insights.
• Monitor and report on account health and client satisfaction metrics.

Requirements

• 3-5 years of experience as a Customer Success Manager in the SaaS industry.
• Ability to manage a large portfolio of accounts.
• Proven track record of Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).
• Demonstrated ability to build strong customer relationships.
• Excellent problem-solving skills.
• Experience with Salesforce and Zendesk is a plus.

Nice to Have

• Experience in the vacation rental industry.
• Familiarity with customer success metrics and tools.
• Strong communication skills.

What We Offer

• Competitive pay based on market rates.
• Enjoy the freedom to work from anywhere within your country of residence.
• Valuable stock options in a fast-growing company.
• Professional growth opportunities.
• Annual paid leave aligned with country norms.
• Geographic specific benefits such as health insurance.
• Diverse and international team culture.