Customer Success Manager - 100% remote - Europe

Hostaway; Barcelona; A distancia; EUR 40.000 - 70.000; Jornada completa

Descripción de la vacante

Join a leading SaaS company as a Customer Success Manager focused on the EMEA market. This 100% remote role requires strong language skills and experience in account management to ensure customer satisfaction and retention, while fostering a collaborative culture within the team.

Servicios

Competitive Compensation

100% Remote Work

Equity with Stock Options

Professional Growth Opportunities

Annual Paid Leave

Health Insurance and Pensions

Formación

• 5-7 years of experience in customer success or similar SaaS role.
• Native-level proficiency in Italian, Spanish, French, or German.
• Strong English skills.

Responsabilidades

• Drive adoption and maximize platform value among clients.
• Develop customer relationships to boost retention and satisfaction.
• Handle client escalations and coordinate for issue resolution.

Conocimientos

Customer Success Management

Account Management

Upselling

Cross-selling

Problem Solving

Descripción del empleo

Customer Success Manager - 100% remote - Europe

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Job Description

NOTE : This is a FULLY remote role, but the candidate must be within the Europe region to collaborate with their team, peers, and internal customers. You do not have to be in the specific country or city shown in this listing, but please only apply if you are physically based within the European region.

Hostaway is the market-leading SaaS scale-up transforming the vacation rental industry. With innovative solutions and partnerships with giants like Airbnb, VRBO, and Booking, we're taking on the competition and winning. Leveraging our customer-centric core values, we consistently deliver results that encourage growth, learning, and innovation for our team, our customers, and the industry.

About The Role

As a Customer Success Manager (CSM), you'll play a vital role in ensuring the success and satisfaction of our customers in the EMEA market. Your ultimate goal will be to make our customers successful in their business by effectively using our vacation rental software. This role involves proactively working with customers to understand their needs, address their issues, and guide them to fully utilize our platform.

We are specifically looking for a native-level speaker in one of the following languages: Italian, Spanish, French, or German, who will work closely with our European accounts. Your language skills and cultural understanding will be crucial in providing exceptional support and building strong relationships with our customers in your native language. If you have proficiency in more than one of these languages, this is a bonus.

Your mission

• Adoption: Drive the adoption of our platform among our diverse client base. Understand customer needs deeply, and ensure they realize the maximum value from our solutions. Your success will be measured by your ability to foster high adoption rates, ensuring customers become product champions who contribute to the overall growth and success of our community.
• Customer Retention: Develop strong relationships with customers and implement strategies to increase customer retention and satisfaction.
• Client Escalation Handling: Serve as the primary contact for significant issues faced by customers. Coordinate with internal teams for timely resolution.
• Upselling and Cross-selling: Identify opportunities for customers to use more of our services to grow their businesses. Communicate the value effectively.
• Ongoing Client Engagement: Conduct regular QBRs and use Success Plans to ensure satisfaction, understand challenges, and provide support.
• Customer Education: Conduct webinars, create user guides, and provide training materials to maximize platform utilization.
• Collaboration: Work with sales and product teams to share insights for strategy and product improvements.
• Account Management: Monitor account health, usage, and satisfaction metrics, and provide insights and recommendations.

Job requirements

• At least 5-7 years of experience in customer success, account management, or a similar SaaS role.
• Ability to manage a large portfolio of accounts (100 customers) and deliver engagement activities.
• Proven track record in driving NRR and GRR, with expertise in upselling, cross-selling, and customer success ownership.
• Native-level proficiency in Italian, Spanish, French, or German, plus strong English skills.
• Ability to build strong relationships and manage expectations at scale.
• Excellent problem-solving skills and the ability to simplify complex issues.

What We Offer

• Competitive Compensation based on market rates in your country
• 100% Remote work within your country of residence
• Equity with stock options in a profitable, fast-growing company
• Values-Driven Leadership and decision-making
• Opportunities for professional growth and career advancement
• Annual Paid Leave, country-specific benefits like health insurance and pensions where applicable
• Dynamic, diverse international team culture

Thank you for your interest. If you apply, you will receive an email from our Talent Acquisition team after review, along with feedback on your application.