Client Success Manager
FiscalNote
Director of Customer Success Management
Hostaway
full-time
Posted on:
Location Type: Remote
Location: Remote • Texas • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Take full ownership of the Customer Success Management function — evolving its strategy, playbooks, and KPIs.
- Lead from the front: engage directly with key customers while coaching and developing the team.
- Drive accountability for core metrics like GRR, NRR, NPS, and renewal/expansion performance.
- Build and maintain executive-level relationships with clients, ensuring alignment on business outcomes.
- Partner with sales and leadership on commercial conversations, renewals, and upsell opportunities.
- Champion the use of AI-driven tools and processes to improve efficiency and scale the CS function.
- Represent the voice of the customer internally, influencing product, support, and operations.
- Travel as needed to meet clients 1:1 across all regions.
Requirements
- Proven track record as a Customer Success leader in a high-growth SaaS startup focusing on retention and churn reduction.
- Experience working with reactive retention manager style ICs in lower segments.
- Experience building or scaling a Customer Success function from the ground up.
- Hands-on leadership style — willing to be in the trenches with clients and the team.
- Strong commercial acumen with the ability to lead renewal and expansion discussions.
- Deep understanding of Customer Success KPIs (GRR, NRR, NPS) and how to move them.
- Excellent relationship-building and communication skills; able to quickly establish trust with clients.
- Comfortable operating with autonomy and accountability — takes direction but executes independently.
- Excited about the impact of AI on Customer Success and able to articulate its applications.
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.
- Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company.
- 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.
- 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
Customer Success ManagementKPI developmentRetention strategiesChurn reductionAI-driven toolsSaaSRenewal managementExpansion strategiesAccountability metricsCommercial acumen
Soft skills
LeadershipCoachingRelationship buildingCommunicationTrust establishmentAutonomyAccountabilityInfluencingTeam developmentClient engagement
