Director of Customer Success Management
Hostaway
Customer Success Manager
Martell Mumm Perrier-Jouët
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $75,000 per year
Job Level
JuniorMid-Level
About the role
- Lead the onboarding process and design journeys that create fast, repeatable wins
- Develop tailored success plans for key accounts to optimize usage and product stickiness
- Deliver workshops, webinars, and 1:1 sessions that drive engagement and product mastery
- Track onboarding KPIs and user engagement to ensure consistent outcomes
- Monitor customer health scores and proactively address churn risks
- Drive upsell, renewal, and expansion opportunities through consultative support
- Build strong, trust-driven relationships with power users and teams
- Collect feedback, identify patterns, and collaborate with product and engineering to improve UX
- Create and maintain help docs, templates, and internal resources that scale customer education
- Manage Revio’s support experience, respond quickly and thoughtfully across channels
- Partner cross-functionally to evolve the voice of customer in product decisions
Requirements
- 2+ years in customer success, account management, or client experience (ideally in B2B SaaS)
- Strong communication skills, you can simplify the complex and teach with clarity
- Data-driven: you understand how to track metrics like usage, churn, and LTV
- Self-motivated and able to manage your own projects in a remote environment
- Empathy for creators and small teams and excitement about helping them grow
- Experience supporting SaaS tools in the CRM, AI, or sales automation space (preferred)
- Familiarity with tools like HubSpot, Intercom, Notion, and Slack (preferred)
- Prior experience in a startup or fast-paced growth environment (preferred)
- Bonus: experience working with creators, solopreneurs, or coaching businesses (preferred)
Benefits
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementclient experiencedata analysismetrics trackingonboarding process designsuccess plan developmentuser engagement trackingchurn risk managementupsell and renewal strategies
Soft skills
strong communicationsimplifying complex conceptsself-motivatedproject managementempathyrelationship buildingcollaborationfeedback collectionteachingadaptability
