Remote Customer Success Manager - SaaS Growth (NA)

Hostaway; Austin (TX); Remote; USD 80,000 - 120,000; Full time

Benefits offered by this job

100% Remote

Equity

Professional Growth

Annual Paid Leave

Team Culture

Job summary

Hostaway is seeking a Customer Success Manager to support North American accounts in a fully remote role. You will drive platform adoption, deliver onboarding, manage renewals, and escalate issues with cross‑functional teams to ensure customer success.

This position requires native English communication and deep SaaS customer success experience. You will collaborate with Sales and Product to translate customer feedback into improvements while maintaining high satisfaction and strong growth.

Qualifications

• 3–5 years of customer success experience in SaaS.
• Ability to manage a large portfolio of accounts.
• Proven track record with NRR and GRR metrics.
• Strong relationship management and expectation setting.
• Excellent problem-solving and communication skills.

Responsibilities

• Drive platform adoption among a diverse client base and onboard customers effectively.
• Develop and execute strategies to increase adoption, usage, and value realization.
• Own customer retention through proactive engagement and renewals.
• Serve as primary escalation contact and coordinate with internal teams for timely resolutions.
• Conduct regular check-ins, identify challenges, and provide solutions or guidance.
• Create вебinars and training materials to educate customers and promote product utilization.
• Collaborate with Sales and Product to share customer insights and influence roadmap.
• Monitor account health, usage metrics, and customer satisfaction to inform actions.

Skills

Customer Success

Account Management

Net Revenue Retention

Relationship Building

Problem Solving

Job description

Hostaway is seeking a Customer Success Manager to support North American accounts in a fully remote role. You will drive platform adoption, deliver onboarding, manage renewals, and escalate issues with cross‑functional teams to ensure customer success.

This position requires native English communication and deep SaaS customer success experience. You will collaborate with Sales and Product to translate customer feedback into improvements while maintaining high satisfaction and strong growth.