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Customer Success Manager (North America - Remote)

6 days, 20 hours ago
Australia, North America, United States
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM
Apply Now
Hospitable

Hospitable

Hospitable.com (formerly Smartbnb) is the top vacation rental software offering automation for short-term rental owners and managers on platforms like Airbnb, Booking.com, and Vrbo. Trusted by over 230,000 listings worldwide, it democratizes technology...

Consumer Services
11-50
Founded 2016
$4M raised
View All Jobs 10

Description

  • Develop and maintain strong, long-lasting relationships with assigned customers as their primary point of contact.
  • Understand customer business needs and ensure satisfaction with the software.
  • Conduct Quarterly Business Reviews (QBRs) to review usage, discuss upcoming features, and identify challenges or opportunities.
  • Keep customers informed about product roadmap updates and gather feedback to influence future product enhancements.
  • Identify and drive upsell and expansion opportunities aligned with customer goals.
  • Serve as the voice of the customer across product, support, and marketing teams.
  • Monitor customer health metrics and track customer satisfaction and retention performance.
  • Report on the success of customer strategies and account outcomes.

Requirements

  • 3+ years of experience in Customer Success, Account Management, or a related role within a SaaS or software company.
  • Ability to manage customer relationships with a customer-centric mindset.
  • Excellent verbal and written communication skills.
  • Strong analytical and problem-solving skills with strategic thinking.
  • Experience identifying upsell opportunities and meeting or exceeding upsell targets.
  • Comfort working with software tools, understanding product functionality, and providing technical guidance to customers.
  • Ability to manage multiple customer accounts and projects simultaneously with strong organizational skills and attention to detail.
  • Experience working closely with cross-functional teams, including product, support, and marketing.
  • Ideal location is within North American timezones; location is not a strict requirement.

Benefits

  • Remote-only and fully distributed work environment.
  • Compensation varies by location, status, and level, with contractor pay of USD $72,000 - $111,100 and US employee salary of USD $66,430.29 - $102,505.63.
  • Annual performance bonus pool of up to 40% of salary, paid quarterly, based on quota attainment.
  • Equity through $HOST token RSUs with a grant value of up to $10,100.
  • Additional eligibility for up to USD $233,356 per year in Performance Share Units tied to business performance targets.
  • 35 days off per year, including encouraged self-serve public holidays, plus parental leave.
  • For US employees: healthcare coverage including EPO, PPO, and HSA options, plus a 401(k).
  • Complimentary mental health and emotional support through Spill therapists on Slack, plus peer recognition rewards redeemable for gift cards, donations, or cash.

Interested in this position?

Apply directly on the company website

Apply Now

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