Enterprise Customer Success Manager - United States - 100% Remote

NOTE: This is a FULLY remote role, but the candidate must be within the US to collaborate with their team, peers, and internal customers. You do not have to be in the specific country or city shown in this listing, but please only apply if you are physically based within the US region.

Hostaway is a SaaS startup that is transforming the vacation rental industry. With innovative solutions and partnerships with giants like Airbnb, VRBO, and Booking, we're taking on the competition and winning. Leveraging our customer-centric core values, we consistently deliver results that encourage growth, learning, and innovation for our team, our customers, and the industry.

As a profitable and growing company, this role is necessitated by our continued growth.

Job Description:

As an Enterprise Customer Success Manager (CSM), you'll play a vital role in ensuring the success and satisfaction of our customers in the North American region. Your ultimate goal will be to make our customers successful 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 utilize our platform.

Responsibilities:

Adoption: You will play a pivotal role in driving adoption of our platform among our diverse client base. Your mission will be to 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.

Upselling and Cross-selling: Identify opportunities for customers to use more of our services to help their businesses grow. Communicate the value of these opportunities to the customers effectively.

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.

Requirements

Qualifications:


- At least 5 years of experience in customer success, account management, or a similar role in the SaaS industry, preferably with large accounts
- Demonstrated ability to build strong relationships with customers and manage client expectations.
- Excellent problem-solving skills, with a knack for turning complex issues into simple solutions.
- Strong communication and presentation skills.
- Ability to work independently, prioritize tasks, and manage time effectively.
- Willingness to work in the NA time zone.

What we offer

• Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant.

• 100% Remote: Enjoy the freedom to work from anywhere within your country of residence—be it a co-working space, your home office, or even your dining room table. The choice is yours. Just don’t ask to work in our office (we don’t have one).

• Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company. This ensures we all share in the company’s success.

• Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good. We