Client Success Manager, London

TN United Kingdom; London; Hybrid; GBP 30,000 - 50,000; Full time

Job description

Pass the Keys is the UK’s leading full-service short-let and holiday-let management company, simplifying property hosting for homeowners since 2015. Founded by Alexander Lyakhotskiy to address the challenges of short-let management, we’ve grown into a network of 70+ franchise partners across the UK, Spain, and Northern Ireland. Our mission is to empower homeowners by delivering a hassle-free hosting experience while ensuring an exceptional guest stay.

The Role:

As a Client Success Manager for the London Territory, you will be responsible for building and maintaining strong relationships with hosts, ensuring high levels of satisfaction and retention. You will take ownership of the financial and commercial performance of hosts' properties, support operational activities, and enhance the overall guest experience. This role requires strong client management skills, commercial acumen, and a passion for hospitality and service excellence.

Key Responsibilities:

• Host & Client Relations: Work with the City Manager to manage relationships with hosts, providing world-class customer service to ensure maximised use of our services and long-term retention.
• Financial & Commercial Performance: Execute proactive account management with clients to maximise the commercial performance of properties and increase host revenue.
• Operations Support: Assist with day-to-day operational tasks, including managing on-the-ground teams and local suppliers.
• Stakeholder Collaboration: Work closely with internal teams and external partners to ensure seamless operations.
• Guest Experience Management: Provide a 5-star guest experience by working within PTK Guest Hospitality Standards and proactively solving issues.
• Client Onboarding: Efficiently onboard new clients, ensuring they receive an outstanding customer experience.
• On-Site Support: Conduct property inspections and drive properties toward success through active management.
• Standard Operating Procedures: Ensure all Pass the Keys SOPs are adhered to and effectively communicate business developments to clients when required.

Requirements

• Strong client management experience with a focus on customer satisfaction.
• Good commercial understanding and ability to support in driving financial performance.
• Performance-oriented mindset with a focus on continuous improvement.
• Ambitious, self-motivated, and driven to achieve results.
• Strong analytical and problem-solving skills.
• Excellent relationship-building abilities with all stakeholders.
• Exceptional written and verbal communication skills.
• Adaptable and flexible in responding to market changes and unexpected challenges.
• Solid understanding of industry-specific regulations, best practices, and trends.

Additional Requirements:

• Location & Work Environment: Based in London, working from the office 3 days per week and at home for 2 days, with on-site visits to properties as needed.
• Local Knowledge: Familiarity with London is advantageous to better support hosts and guests.
• Industry Experience: Previous experience as an Airbnb or Booking.com host or guest is a plus.
• Flexible Availability: Willingness to work occasional weekends and flexible hours to meet business needs.

Key Performance Targets:

• Achieve a Host NPS score of at least 50 per quarter.
• Maintain a year-on-year host retention score of +75%.
• Keep host churn below 3% per quarter.
• Ensure Airbnb guest review scores of 4.75+ and Booking.com scores of 8.6+ consistently.
• Onboard all pipeline properties before their scheduled Date of First Availability (DOFA).

Why Join Us?

At Pass the Keys, we are committed to fostering an environment where success is both achievable and sustainable. We believe in empowering our teams with the tools, support, and knowledge they need to thrive. As part of our team, you will benefit from:

• A Global Vision: Join an ambitious company aspiring to be the global leader in short-let and holiday-let property management.
• A Strong Company Culture: Our four core values—Drive, Evolve, Take Pride, and Together—guide everything we do.
• Autonomy & Independence: We manage by results, not input. No micromanagement—just accountability and impact.
• Professional Growth Opportunities: We encourage responsibility and development, allowing you to expand your skills as much as you can handle.
• Flexible Work Arrangements: We understand the importance of work-life balance and support flexible scheduling where possible.
• Competitive Salary: While there may be places that pay more, we offer competitive wages with strong career progression opportunities.
• A Great Team: Work alongside inspiring colleagues in a supportive and collaborative environment.

UK-Specific Benefits:

• 22 days of holiday plus an extra day off for your birthday.
• Pension scheme with salary sacrifice, matching contributions up to 7%.
• Enhanced maternity pay—up to 90% of salary for six months.
• Bonus scheme available after passing probation.