Enterprise Customer Success Manager

Hostaway

full-time

Posted on: 9/8/2025

Location: 🇺🇸 United States

✨ AI Apply

JuniorMid-Level

About the role

Manage relationships with our largest enterprise customers in the US and Canada, serving as their primary point of contact.
Build deep customer partnerships by understanding clients’ business processes and demonstrating how our platform delivers value.
Drive renewals and proactively manage the commercial health of your accounts, including forecasting upsells, downsells, and churn risk.
Lead commercial conversations with confidence, identifying growth opportunities and negotiating terms to mutual success.
Develop rapport and trust with executive and operational stakeholders by meeting clients in person and serving as a consultative partner.
Own a defined book of business and maintain a strong command of customer-specific strategies, goals, and use cases.
Identify additional solutions or integrations — both internal and external — that can help clients achieve their objectives.

Prior experience as an Enterprise Customer Success Manager in a SaaS company.
Demonstrated success driving renewals, expansions, and forecasting account health (upsells/downsells/churns).
Proven ability to lead commercial conversations with executive stakeholders.
Ability and willingness to travel across the US and Canada to meet customers in person.
Strong relationship-building skills and ability to establish trust with clients across all levels of the organization.
Adept at understanding complex business processes and mapping solutions to customer pain points.
Knowledge of the short-term rental property management industry is a strong plus.
Do you have at least 2 years of experience managing enterprise accounts as a Customer Success Manager at a SaaS company? (implies minimum 2 years)
Have you worked with an enterprise book of business worth over $5mil ARR? (implies preferred experience)