Hospitable.com is hiring a Customer Success Manager for our software platform serving Airbnb hosts across the Americas. Your mission is to build strong relationships, drive expansion, and turn customers into raving fans by deeply understanding their goals. You’ll be the primary point of contact and a key voice for the customer within our company.
What You'll Do
- Develop and maintain strong, long-lasting relationships with assigned customers as their primary point of contact.
- Conduct Quarterly Business Reviews (QBRs) to assess software use, discuss features, and identify challenges.
- Keep customers informed about product developments and gather feedback to influence future enhancements.
- Proactively identify and drive upsell and expansion opportunities aligned with customer goals.
- Serve as the voice of the customer within the company, ensuring feedback is heard by product, support, and marketing teams.
- Monitor customer health metrics, track strategy success, and report on satisfaction and retention.
What We're Looking For
- 3+ years of experience in Customer Success, Account Management, or a related role within a SaaS or software company.
- Demonstrated ability to manage customer relationships with a focus on meeting customer needs.
- Excellent verbal and written communication skills, with ability to explain complex concepts clearly.
- Strong analytical and problem-solving skills, with ability to think strategically about customer needs.
- Experience identifying upsell opportunities and a proven track record of meeting or exceeding upsell targets.
- Comfortable working with software tools, understanding product functionality, and providing technical guidance.
- Ability to manage multiple customer accounts and projects with strong organizational skills.
- Experience working closely with cross-functional teams to deliver a seamless customer experience.
Team & Environment
Work closely with cross-functional teams including product, support, and marketing. We are bold, like risks, and take on big challenges together. The company itself is also a product, one that we iterate on. We're always improving and creating an environment where we all love to work.
Benefits & Compensation
- Compensation range: USD $63,000 - USD $97,000 depending on cost of living and interview assessment.
- Extra compensation with RSUs (through our $HOST token).
- A supportive and caring team environment where you are trusted, not managed.
- 35 days off per year, encouraged (including self-serve public holidays) and parental leave.
- For US employees: healthcare (including EPO, PPO and HSA), 401(k).
- Mental-health and emotional support with therapists on call through Slack by Spill.
Work Mode
This is a remote position open to candidates across the Americas.
Hospitable.com is an equal opportunity employer.
