Customer Success & Account Manager

New Living; Canada; On-site; CAD 95,000 - 110,000; Full time

Benefits offered by this job

Up to 10% annual performance bonus

Stock options

Fully remote work

Job summary

New Living is looking for a Customer Success Manager to manage B2B relationships with property managers and operators, ensuring satisfaction from onboarding to renewal.

You will streamline onboarding and account strategies, work closely with your team, and have a direct impact on revenue and customer success while working fully remote from Canada.

Competitive salary between $95–110K CAD plus bonuses and stock options are offered.

Qualifications

• 5+ years of experience in account management or customer success.
• Strong ability to build trust with clients.
• Excellent verbal and written communication skills.
• Strong grasp of revenue management concepts.

Responsibilities

• Own the customer relationship from onboarding to renewal.
• Run regular check-ins and quarterly business reviews.
• Manage retention and renewals, spot churn risks early.

Skills

B2B customer relationship management

Revenue management

Excellent communication

Problem-solving

Tools

Revenue management tools (Pricelabs, Wheelhouse)

Job description

Remote (Canada) | Full-Time | EST +/- 2 hours

You're the person a customer calls first — before support, before anyone else. You've carried a book of business and the number that comes with it. You've onboarded clients who didn't fully trust you yet, talked one off the ledge at renewal, and grown another well past where it started. You've worn five hats in a week and meant it. You read a P&L and a pickup curve — but the part you actually love is the relationship: earning it, keeping it, growing it. And you're tired of running a playbook someone else wrote for a portfolio you didn't build.

About New Living

New Living is a well‑funded joint venture backed by leading hospitality partners. We're building a platform for short‑term and mid‑term rental operators and luxury branded residences — connecting them with tools and services that actually work together — because right now, most of the industry runs on duct tape between their PMS, channel manager, pricing tool, and OTA dashboards. Our team is small, moves fast, and uses AI and automation across the platform. We're growing quickly and need someone to own the customer relationship end‑to‑end — from the first onboarding call to the strategy review twelve months later, and the renewal after that.

The Role

You'll own the onboarding and account management of the customer relationship from the first handshake onward. You own the commercial outcome from kickoff. You run onboarding for every new property manager and branded‑residence operator that joins the platform, then you own the account: their growth, their renewal, and optimize the account for the potential KPIs post sale.

You won't do it alone, and you won't be buried in tool configuration. A full scaled team is there to create success. A junior revenue analyst works alongside you — you set the pricing and distribution strategy and own the conversation with the customer; they pull the levers in the tools. Our Customer Success Manager runs day‑to‑day support and our guest‑reservations team, so you can stay focused on the relationship and the numbers that move it.

Onboarding is where most of the value is won or lost. We have a process today — your job is to make it sharper, faster, and more consistent, then stay close enough to each account to make sure the strategy survives contact with reality.

What You'll Do

Own the relationship (this is the job)

• Be the face of New Living for your customers — the person they call first, and the reason they stay
• Run regular check‑ins and quarterly business reviews — bring the story, not just the dashboard
• Own retention and renewals: spot churn risk early and get ahead of it
• Find and land expansion — more units, new buildings, deeper adoption of the platform
• Be the voice of the customer inside New Living — feed what you hear back into product and ops

Own the launch (onboarding, end‑to‑end)

• Take our onboarding playbook to the next level — streamline the flow, sharpen the materials, cut the steps that don't earn their keep
• Run new‑customer kickoffs: discovery on the owner's goals, what success looks like, where the risks are
• Own the launch plan to go‑live — listings, channel mix, pricing strategy — coordinating your analyst, the CS team, and product so nothing slips

Own the commercial outcome (understand the numbers, direct the work)

• Own each customer's performance story — occupancy, ADR, RevPAR vs market, direct‑booking ratio — and what's behind it
• Set the pricing and distribution strategy; direct your junior analyst on the Pricelabs config and hold the quality bar
• Walk an owner through their numbers and defend a pricing decision without hiding behind a deck
• Spot what's working in one portfolio and propagate it across the others
• Know the levers well enough to know when one's set wrong — even when your analyst is the one pulling it

What We’re Looking For

• 5+ years owning B2B customer relationships — account management, customer success, partnerships, or portfolio ownership where you carried retention and growth, not just a support queue
• A closer‑keeper: you've onboarded clients who didn't trust you yet, saved an account that was about to churn, and grown one well past where it started
• Entrepreneurial and startup‑shaped: you've operated without a playbook, worn several hats at once, and made the call yourself when no one was coming to make it for you
• Genuinely good with people and numbers: you can win a skeptical owner's trust, run a strategy review, and read a P&L or a pickup curve without losing the plot
• You understand revenue management — pricing, occupancy, RevPAR, channel mix — well enough to set strategy and direct an analyst, even if you've never configured the tool yourself
• Excellent written and spoken English
• Based in Canada with legal eligibility to work here

Strongly preferred (but not the gate)

• Hospitality experience — STR / vacation rental, hotels, serviced apartments, or branded residences
• Hands‑on with a revenue or pricing tool (Pricelabs, Wheelhouse, Beyond, IDeaS, Duetto, Lighthouse) or a PMS / channel manager (Guesty, Hostaway, Mews, Cloudbeds, SiteMinder)
• You've built or rewritten an onboarding or account‑management process — not just run someone else's
• You already use AI tools in your daily work to move faster

What We Offer

• $95–110K CAD base salary, with room above for an exceptional candidate
• Up to 10% annual performance bonus tied to company growth milestones
• Stock options in a well‑funded, growing company
• Fully remote — work from anywhere in Canada, EST +/- 1 hour ideally
• Real ownership of the customer relationship from day one
• Clear growth path as the team scales — this seat leads toward Head of Revenue & Customer Success

How to Apply

Send your resume and a quick note about why this role interests you to [e-mail] . Keep it real — we'd rather hear what you actually think than a polished cover letter. Bonus if you tell us about an account you saved (or lost) and what it taught you.