Remote SaaS Customer Success Manager

Hostaway; Boston (MA); Remote; USD 80,000 - 120,000; Full time

Benefits offered by this job

100% Remote

Equity stock options

Career growth

Dynamic team culture

Job summary

Hostaway seeks a Customer Success Manager to empower North American clients of our AI-powered vacation rental platform. This fully remote role requires you to collaborate across time zones with US-based teams and customers to drive adoption and value.

You will own relationships, monitor health metrics, guide onboarding, run webinars, and coordinate with sales and product to deliver renewals and upsell opportunities.

Qualifications

• 3–5 years of customer success experience in SaaS.
• Manage a portfolio of 100 mid-market accounts.
• Proven NRR and GRR performance with renewals ownership.
• Strong relationship-building and problem-solving skills.

Responsibilities

• Drive adoption and customer value across a diverse client base.
• Develop retention strategies and monitor customer health.
• Own client escalations and coordinate with internal teams.
• Engage clients regularly with onboarding, training, and webinars.
• Collaborate with Sales and Product to inform strategy and improvements.
• Monitor account performance and provide actionable insights.

Skills

Customer success

SaaS experience

NRR/GRR

Job description

Hostaway seeks a Customer Success Manager to empower North American clients of our AI-powered vacation rental platform. This fully remote role requires you to collaborate across time zones with US-based teams and customers to drive adoption and value.

You will own relationships, monitor health metrics, guide onboarding, run webinars, and coordinate with sales and product to deliver renewals and upsell opportunities.