Customer Success Role - 100% Remote - NAM

Hostaway; Austin (TX); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Equity

Remote work

Professional growth

Annual leave

Global culture

Job summary

Hostaway, a leading AI-powered vacation rental platform, is seeking a remote Customer Success Manager to support North American customers. You will drive adoption, ensure retention, and act as the main escalations contact while coordinating with sales and product teams to improve the customer experience.

The role emphasizes onboarding, webinars, guides, and ongoing customer education to help clients maximize value from our software, with a strong focus on high engagement and renewal outcomes.

Qualifications

• 3–5 years in customer success within the SaaS industry.
• Ability to manage a large portfolio of accounts (100 mid-market accounts).
• Proven track record of Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) with renewal ownership.
• Demonstrated ability to build strong relationships with customers at scale.
• Excellent problem-solving skills, turning complex issues into simple solutions.

Responsibilities

• Drive adoption of the platform through onboarding and ongoing engagement.
• Foster customer retention and satisfaction across North America.
• Serve as primary contact for escalations and coordinate with internal teams for resolution.
• Conduct webinars, create user guides, and provide training materials.
• Collaborate with sales and product teams to share customer insights for strategy and product improvements.
• Monitor and report on account health, usage, and customer satisfaction metrics.

Skills

Customer success

Account management

NRR/GRR tracking

Relationship building

Problem solving

Job description

NOTE: This is a FULLY remote role, but the candidate must be within US, EST or CST to collaborate with their team, peers, and internal customers. Please only apply if you are physically based within Location/Timezone.

Trusted by 20,000+ property managers worldwide, Hostaway is an industry leading, AI-powered vacation rental management platform designed for professional short-term rental operators. Hostaway brings everything together for greater efficiency and faster growth.

Profitable, high-growth, and the first short-term rental PMS unicorn . Join us at our most exciting stage yet! Learn more about our recent valuation and story here.

As a Customer Success Manager (CSM), you’ll play a vital role in ensuring the success and satisfaction of our customers across North America. Your ultimate goal will be to help our customers thrive 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 leverage our platform.

We are specifically looking for a native-level English speaker who will work closely with our U.S. and North American accounts. Your communication skills and cultural understanding will be crucial in providing exceptional support and building strong relationships with our customers in this region.

About the role

• Adoption: Drive the adoption of our platform among a diverse client base. Understand customer needs deeply, guide them through personalized onboarding and ongoing engagement strategies, 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 any significant issues our customers face. You'll coordinate with the appropriate internal teams to ensure a timely and effective resolution.

• Ongoing Client Engagement: Regularly check in with clients to ensure they are satisfied with our services, understand new challenges they are facing, and provide appropriate support or solutions.

• Customer Education: Conduct webinars, create user guides, and provide other training materials to help customers understand and fully utilize our software.

• Collaboration: Work closely with the sales and product teams to share customer insights that inform new business strategies and product improvements.

• Account Management: Monitor and report on account health, usage, and client satisfaction metrics to provide insights and recommendations.

• At least 3-5 years of experience in customer success in the SaaS industry.

• Ability to prioritize and manage a large portfolio of accounts (100 mid market accounts) while consistently delivering on expected engagement activities.

• Proven track record of Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) performance, with verifiable expertise in risk identification, portfolio segmentation, and ownership of renewals.

• Demonstrated ability to build strong relationships with customers and manage client expectations, even at scale.

• Excellent problem-solving skills, with a knack for turning complex issues into simple solutions.

What we offer

• Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant.

• 100% Remote: Enjoy the freedom to work from anywhere within your country of residence—be it a co-working space, your home office, or even your dining room table. The choice is yours. Just don’t ask to work in our office (we don’t have one).

• Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company. This ensures we all share in the company’s success.

• Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good. We leverage them daily when making strategic and tactical decisions.

• Professional Growth: Our rapid growth offers unparalleled learning and development opportunities, along with a multitude of career advancement opportunities.

• Annual Paid Leave: The specific amounts vary by country and are aligned with country and/or contract-specific norms.

• Geographic Specific Benefits: As an international employer, we offer different country-specific benefits such as Health Insurance and Pensions in countries where these perks are customary. The specifics depend on the country of the applicant.

• Dynamic Team Culture: As a global company with team members in over 40 countries, our diverse and international culture fuels our innovation and creativity, providing a key pillar to our success (and making it a lot of fun to work here).

Thank you for your interest. If you apply for this role, you will receive an email from our Talent Acquisition team after your application has been reviewed alongside the qualifications for this role and the qualifications of others who have applied.