Remote SaaS Customer Success Manager — Growth & Equity

Hostaway; Charlotte (NC); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Equity

100% Remote

Annual Paid Leave

Career Growth Opportunities

Global team culture

Job summary

Hostaway is hiring a Customer Success Manager (CSM) for a fully remote role, with the requirement to be located in the US in EST or CST to align with the team. You will guide North American customers in leveraging Hostaway’s vacation rental software for growth and retention, driving adoption, onboarding, and ongoing engagement.

You will manage a portfolio of accounts, deliver value, and coordinate with product and sales teams to ensure customer success and renewals across the region.

Qualifications

• 3-5 years of experience in customer success in SaaS.
• Ability to manage a large portfolio of accounts while delivering engagement activities.
• Proven track record with Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).
• Strong relationship-building and expectation management at scale.
• Excellent problem-solving and communication skills.

Responsibilities

• Drive adoption and onboarding for a diverse client base.
• Foster strong customer relationships and improve retention and satisfaction.
• Serve as primary contact for significant issues and coordinate with internal teams for resolution.
• Regularly check in with clients to address challenges and provide support.
• Create training materials and webinars to help customers utilize the software.
• Collaborate with sales and product teams to share customer insights.

Skills

Client onboarding

Account management

NRR tracking

Problem solving

Communication

Job description

Hostaway is hiring a Customer Success Manager (CSM) for a fully remote role, with the requirement to be located in the US in EST or CST to align with the team. You will guide North American customers in leveraging Hostaway’s vacation rental software for growth and retention, driving adoption, onboarding, and ongoing engagement.

You will manage a portfolio of accounts, deliver value, and coordinate with product and sales teams to ensure customer success and renewals across the region.