About this role
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. P lease 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.