Customer Success Manager

AirDNA began with a big dream in a balmy California garage in 2015. Since then, the technology startup has grown into the leading provider of data and business intelligence for the billion-dollar travel and vacation rental industry—with offices in Denver and Barcelona. 
Our self-serve AirDNA platform eliminates guesswork and equips Airbnb hosts with smart and competitive insights needed to succeed in the ever-evolving short-term rental landscape. 
We also arm enterprise clients with customized reports and in-depth dashboards to ensure they can scale and invest strategically. These customers include hundreds of top financial institutions, real estate companies, vacation rental managers, and destination marketing organizations around the world. 
We track the daily performance of over 10 million Airbnb and Vrbo properties across 120,000 global markets. We also collect data from over a million partner properties. This marriage of scraped and source data, enhanced by our proprietary algorithms, makes our solutions the most accurate and comprehensive in the world. 
We’re firm believers that data isn’t the destination; it’s the starting point. The launchpad. The bedrock for any future-forward business.
The AirDNA TeamAt AirDNA, we’re not just analyzing the short-term rental markets; we’re shaping its future. Our insights are sought by leading global publications like The New York Times, The Wall Street Journal, and Reuters, among many others. On November 2023 we acquired Uplisting, an all in one vacation rental software and channel management system. By joining our team, you’ll have a unique opportunity to shape the narrative of a growing industry, ensuring your contributions gain recognition from the world’s most prestigious media outlets and journalists, all while working with a team that values creativity, innovation, and diversity. In short: Life is never boring here. And we genuinely live and breathe our company values: Happy, Hungry and Honest. People who are ready to exemplify these values are especially encouraged to apply. We invite you to apply even if you are unsure about whether you meet every single requirement in this posting. We carefully consider every application, not just those that check off all the boxes.
Your RoleWe are looking for a Customer Success Manager (CSM) for the Uplisting team. The CSM is responsible for ensuring a smooth onboarding and implementation, have a strong understanding of each of their customers’ business goals relating to the use of our products and delivering quarterly value realisation calls aligned to those goals. We're seeking a proactive, empathetic, and driven industry professional to partner with Account Managers, fostering collaboration across Sales, Support, and Product teams.

Here's what you'll get to do:

• Drive improved retention, reduce churn and downgrades across portfolio, onboarding and training with our customers.
• Increase customer health by improving the adoption, training and usage of customers.
• Be a customer advocate, excellent cross functional collaboration to deliver great customer outcomes.
• Become an industry expert not only for STR but also within your segmented industry and set of clients.
• Keep new/additional customer contacts up to date using our data and provide additional training for them.
• Own the escalation process and proactively research alternatives.
• Create and renew success plans.
• Analyze the causes of churn and create action plans to minimize it.

Here's what you'll need to be successful:

• Native or near-native English ability (French or Spanish a plus).
• 1+ years previous experience in a CSM role
• Strong communication skills and ability to quickly become proficient with our products
• Ability to build strong and lasting relationships with your clients
• Timeline and process-driven while managing multiple customers and keeping accurate records
• Skillful at creating long and lasting business relationships
• Bonus points if you have experience with the STR /SaaS industry

Here's what you can expect from us:

• Base Salary 33,300 euros
• Targeted OTE up to 37,000 euros
• 62 days per year to work from anywhere!
• 36 holidays per year
• Four remote flexible weeks
• Continuing education stipend
• 136 EUR to spend with Cobee card available monthly for public transport, daycare, restaurants and health insurance
• Health insurance with Sanitas (Vision + Dental included)
• Individual growth plan to progress in the role
• A fun and sunny office with big terraces
• Talented international team and a vibrant work environment
• Bottom-up management: we listen to your ideas and implement them
• Team building events
• Dog friendly office!

The AirDNA Team We're a tight-knit group who