Remote SaaS Customer Success Manager (US EST/CST)

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

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.