Airbnb

Technical Customer Success Manager

Airbnb

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $106,000 - $125,000 per year

About the role

  • Work with the account manager during the implementation phase for new and existing real estate partners, ensuring seamless onboarding of properties.
  • Manage multiple simultaneous onboarding projects, maintaining high quality and timely delivery.
  • Participate in partner onboarding calls to capture requirements and configure property accounts.
  • Analyze onboarding data to determine optimal configurations and proactively identify blockers.
  • Configure property settings in internal tools, maintaining accurate data in Salesforce, Airtable, and onboarding systems.
  • Oversee peer QA processes to validate correct implementations.
  • Notify relevant stakeholders of any issues or missing data that might delay projects.
  • Execute regular audits on property inventory, content, and configurations.
  • Perform updates, activations, and deactivations for listings and floor plans as required.
  • Manage support queues, including on-call rotations and escalation of complex technical requests.
  • Ensure data accuracy in marketing feeds and building/unit addresses (ex. Yardi RentCafe, Rent Roll Report)
  • Manage and process support requests by updating property configurations or changing listing statuses as needed.
  • Act as a technical product expert and trusted advisor for assigned accounts.
  • Respond quickly to partner inquiries and technical issues, coordinating resolutions across teams.
  • Support Sales on-demand by identifying growth opportunities and potential risks.
  • Proactively monitor account health, leveraging data-driven insights to drive retention and expansion.
  • Lead or participate in digital engagements (trainings, webinars, targeted campaigns) to educate partners and share best practices.
  • Maintain regular communication with partners, providing updates and strategic guidance throughout their journey.
  • Share customer insights and feedback to inform product development and improve internal processes.
  • Collaborate with cross-functional teams to ensure seamless customer journeys.
  • Contribute to team knowledge bases, enablement initiatives, and process documentation.

Requirements

  • 5+ years of B2B customer success, implementation, or technical account management experience (SaaS or Real Estate preferred).
  • 3+ years of project management experience
  • Strong technical aptitude: comfortable with tools such as Google Suite, Salesforce, Asana and Airtable
  • Excellent written and verbal communication skills.
  • Demonstrated ability to manage multiple projects/accounts in a fast-paced environment.
  • Analytical mindset with keen attention to detail and a solution-oriented attitude.
  • Ability to quickly build trust and rapport with customers, acting as their advocate.
  • Proactive, adaptive, and able to operate independently with minimal guidance.
  • Bachelor’s degree.
Benefits
  • Bonus
  • Equity
  • Benefits
  • Employee Travel Credits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementdata analysisconfiguration managementquality assurancecustomer successtechnical account managementonboarding processesdata accuracysupport request managementauditing
Soft Skills
communicationanalytical mindsetattention to detailtrust buildingproactiveadaptabilitysolution-orientedindependencecollaborationcustomer advocacy
Certifications
Bachelor's degree