Customer Success Manager

TravelNet Solutions

Customer Success Manager for Track, enhancing customer retention and satisfaction in the hospitality sector. Leading product adoption and collaborating with teams to optimize customer experience.

Posted 7/27/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $65,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management by effectively driving customer retention, optimizing platform configurations, and leveraging AI tools to enhance client engagement. Possesses strong communication skills to translate technical features into practical applications for clients in the vacation rental industry.

Highest-signal resume keywords

Customer Success ManagementAI Tools ProficiencyProject ManagementClient Relationship ManagementVacation Rental Industry Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health MonitoringPlatform ConfigurationBusiness Review FacilitationContract NegotiationSolution Delivery

Soft Skills

Excellent CommunicationEmpathetic ListeningTime ManagementCollaborationProblem Solving

Tools & Technologies

AI Writing ToolsAI Communication ToolsCustomer Feedback Tools

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Vacation RentalShort-Term RentalClient ServiceContinuous Improvement

About the role

Key responsibilities & impact

Serve as the primary point of contact for customers, managing adoption, and overall success journey.
Drive customer retention by understanding client goals and delivering solutions to meet their needs.
Proactively monitor customer health and engage with customers to ensure continued success and satisfaction.
Conduct regular check-ins, business reviews, and product feedback sessions with clients.
Inform customers of new product features and best practices, helping them integrate updates into their operations for maximum efficiency.
Ensure customers’ platforms are up-to-date and optimally configured to meet their evolving needs.
Collaborate with customers on continuous optimization efforts, identifying areas for improvement, and recommending configuration changes to enhance performance.
Work with the Professional Services team to identify training opportunities and assist with configuration updates that align with customer goals.
Collaborate with the Support team to resolve customer issues and ensure smooth ticket resolution.
Work closely with Sales on expansion opportunities, cross-sell, and up-sell initiatives.
Partner with Product and Engineering teams to deliver customer feedback, participate in discovery calls, and ensure product alignment with customer requirements.
Assist customers with contract negotiations, renewals, and service optimization.
Leverage AI-powered tools to monitor customer health signals, identify churn risk early, and prioritize outreach across your portfolio.
Use AI writing and communication tools (like Claude, ChatGPT, or built-in platform AI features) to draft QBR prep, customer summaries, and follow-up communications more efficiently.
Help customers understand and adopt AI-driven features within the Track platform, translating technical capabilities into practical wins for their properties.
Identify opportunities where AI automation can reduce manual work for customers and proactively recommend those workflows during business reviews.

Requirements

What you’ll need

Excellent communicator and empathetic listener
Highly organized and excellent at time management and prioritization
Demonstrated ability to overcome obstacles and achieve goals
Collaborative and respectful team player
Bachelor's degree and/or 3+ years of directly related experience
Working knowledge of the vacation rental or short-term rental industries
Demonstrated ability to work with executive-level clients
Passionate about client service with a desire for continuous improvement
Project management experience preferred
Comfortable using AI tools in daily workflows to increase capacity and output quality (this is a must, not a nice-to-have).
Able to explain AI-driven product features in plain language to non-technical property managers and owners.

Benefits

Comp & perks

Full medical, dental, and vision coverage
Flexible Paid Time Off
Unlimited access to professional training and development
Health Savings Account with up to a $2,000 annual match
Up to $900 in annual Wellness Rewards
Flexible work environment
Free life insurance and long-term disability coverage
Flexible Spending Accounts
Retirement plan with employer match
$150 quarterly gift for personal use
Competitive wages
Work with an amazing team!