Hostaway

Customer Success Manager

Hostaway

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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About the role

  • Adoption: Drive the adoption of our platform among a diverse client base.
  • 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.
  • Ongoing Client Engagement: Regularly check in with clients to ensure they are satisfied with our services.
  • Upselling and Cross-selling: Identify opportunities for customers to use more of our services to help their businesses grow.
  • 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.

Requirements

  • 3-5 years of experience as a Customer Success Manager with Mid Market customers in the SaaS industry.
  • Ability to prioritize and manage a large portfolio of accounts (100-200 mid market accounts) 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 risk identification, portfolio segmentation, and ownership of renewals.
  • 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.
  • Experience with Salesforce and Zendesk are nice to have.
  • Additional language proficiency is nice to have (Spanish).
Benefits
  • Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant.
  • 100% Remote: Enjoy the freedom to work from anywhere within your country of residence—be it a co-working space, your home office, or even your dining room table. The choice is yours. Just don’t ask to work in our office (we don’t have one).
  • Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company. This ensures we all share in the company’s success.
  • Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good. We leverage them daily when making strategic and tactical decisions.
  • Professional Growth: Our rapid growth offers unparalleled learning and development opportunities, along with a multitude of career advancement opportunities.
  • Annual Paid Leave: The specific amounts vary by country and are aligned with country and/or contract-specific norms.
  • Geographic Specific Benefits: As an international employer, we offer different country-specific benefits such as Health Insurance and Pensions in countries where these perks are customary. The specifics depend on the country of the applicant.
  • Dynamic Team Culture: As a global company with team members in over 40 countries, our diverse and international culture fuels our innovation and creativity, providing a key pillar to our success (and making it a lot of fun to work here).
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer Success ManagementNet Revenue RetentionGross Revenue RetentionRisk IdentificationPortfolio SegmentationAccount ManagementCustomer EducationUpsellingCross-sellingProblem-solving
Soft Skills
Relationship BuildingClient EngagementCommunicationCollaborationPrioritizationTime ManagementCustomer SatisfactionAdaptabilityStrategic ThinkingConflict Resolution