Customer Success Manager

Better Talent; United States; Remote; USD 65,000 - 75,000; Full time

Benefits offered by this job

10% annual incentive

Paid time off (PTO)

Health, Dental, and Vision insurance

Life insurance

Retirement benefits

HSAs/FSAs/HRAs

Disability insurance

Wellness programs

Employee recognition programs

Job summary

Track in the hospitality software space is seeking a Customer Success Manager to own a portfolio of property management clients, driving retention, satisfaction, and growth. You will collaborate with Sales, Support, Product, Engineering, and Services to ensure customers extract real value from Track, including AI-powered features.

You will guide customers through adoption, identify churn risk early using AI signals, and lead regular business reviews while expanding relationships across accounts.

Qualifications

• Bachelor's degree and/or 3+ years of directly related experience.
• Working knowledge of the vacation rental or short-term rental industry.
• Experience working with executive-level clients.
• Daily use of AI tools (like Claude, ChatGPT, or built-in platform AI) to increase your capacity and output quality. This is a must, not a nice-to-have.
• Ability to explain AI-driven product features in plain language to non-technical property managers and owners.
• Strong communication, organization, and prioritization skills.
• Project management experience is a plus.

Responsibilities

• Serve as the primary point of contact for customers and guide them through adoption and success journey.
• Keep customers by learning their goals and delivering solutions that meet them.
• Spot churn risk early using AI-powered health signals and prioritize outreach across your portfolio.
• Run regular check-ins, business reviews, and product feedback sessions, and show customers new features and best practices.
• Keep customer platforms up to date and well configured; recommend changes to improve performance.
• Help customers adopt AI-driven features in Track and recommend automation that reduces manual work during business reviews.
• Partner with Sales on renewals, contract negotiations, and expansion; with Support on Tier 3 escalations; with Professional Services on training and configuration; and with Product/Engineering by feeding customer feedback into discovery calls.

Skills

AI tools usage

Communication

Organization

Prioritization

Executive-level client experience

Education

Bachelor's degree

Job description

For over 21 years, Track has provided integrated software and marketing solutions for the hospitality industry, anchored by our flagship Track Property Management System and other products under the Track banner.

Our single-vendor ecosystem equips growing vacation rental companies with all the enterprise-class tools they need to scale. With ongoing investments in platform development, 70+ integration partners, and a growing suite of native features, Track, built on a customer-obsessed mindset, empowers hospitality professionals to achieve digital transformation and operational excellence. Our development includes a focus on leveraging AI-driven tools to enhance pricing, distribution, and guest communication

Our Core Values reflect the behaviors that shape the tone of how we work with each other, our partners, and our customers:

Serve Others: Nurturing growth to help others succeed

Grit: Taking ownership and never giving up on what matters most

Create the Future: Innovating to disrupt the status quo

Why Join Us?

Be part of a fast-moving, dynamic team focused on growth and success.

Work alongside a talented, collaborative, and supportive team.

Work for a portfolio company offering a one-vendor solution for SaaS technology, marketing, and distribution.

Help reshape the hospitality industry through technology and service innovation.

Position Summary

As a Customer Success Manager, you own a portfolio of property management customers and are responsible for their retention, satisfaction, and growth. You work with Sales, Support, Product, Engineering, Professional Services, and Marketing to make sure customers get real value from Track. We are growing, and customers are leaning on us more every year to help them get the most out of the platform, including our AI-driven features.

What You'll Do

Serve as the primary point of contact for your customers and guide them through adoption and their overall success journey

Keep customers with us by learning their goals and delivering solutions that meet them

Spot churn risk early using AI-powered health signals, and prioritize outreach across your portfolio

Run regular check-ins, business reviews, and product feedback sessions, and show customers new features and best practices

Keep customer platforms up to date and well configured, and recommend changes that improve performance

Help customers adopt AI-driven features in Track, and recommend automation that cuts manual work during business reviews

Partner with Sales on renewals, contract negotiations, and expansion, with Support on Tier 3 escalations, with Professional Services on training and configuration, and with Product and Engineering by bringing customer feedback into discovery calls

Required Qualifications

Bachelor's degree and/or 3+ years of directly related experience

Working knowledge of the vacation rental or short-term rental industry

Experience working with executive-level clients

Daily use of AI tools (like Claude, ChatGPT, or built-in platform AI) to increase your capacity and output quality. This is a must, not a nice-to-have.

Ability to explain AI-driven product features in plain language to non-technical property managers and owners

Strong communication, organization, and prioritization skills

Project management experience is a plus

You will thrive here if

You can keep a full portfolio moving at once and decide who needs you most this week based on health signals, not just who emails loudest

You are comfortable in a room with a vacation rental company's executives and can turn technical capabilities into practical wins for their properties

You like being the connector between customers and our internal teams, and you follow through until the issue is resolved

$65,000 - $75,000

Bonus

• 10% annual incentive tied to company performance
• Paid time off such as PTO, sick days, and vacation days
• Health, Dental, and Vision insurance
• Life insurance
• Retirement benefits or accounts
• Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs
• Long term and Short term disability insurance
• Wellness programs
• Employee recognition programs

Equal Employment Opportunity We celebrate diversity of thought, culture, and background and are committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, veteran status, or any other protected status under applicable federal, state, or local law. We comply with all applicable laws governing nondiscrimination in every location where we operate and encourage individuals from all backgrounds to apply.
If you need a reasonable accommodation to complete the application or interview process, contact [e-mail] and we will work with you.