Customer Success Manager, Americas

Job not on LinkedIn

October 28

🌲 Oregon – Remote

Although this job is listed in Oregon, this company may be open to hiring remote in other states.

💵 $55.1k - $85.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Hospitable.com

WebsiteLinkedInAll Job Openings

SaaS • Real Estate • eCommerce

Hospitable. com is a provider of advanced vacation rental software designed to automate and simplify property management. It offers a comprehensive range of features including AI-powered guest communication, a unified inbox for managing bookings across multiple channels such as Airbnb, Vrbo, and Booking. com, and a channel manager for calendar synchronization. The platform also includes tools for task management, pricing synchronization, review management, and smart lock integration. Hospitable. com aims to empower property managers to efficiently run their vacation rental businesses while minimizing manual tasks and enhancing guest experiences. Users can also build direct booking websites and access valuable analytics and reporting features to optimize business performance.

11 - 50 employees

Founded 2016

☁️ SaaS

🏠 Real Estate

🛍️ eCommerce

📋 Description

• Customer Relationship Management: Develop and maintain strong, long-lasting relationships with assigned customers by acting as their primary point of contact, understanding their business needs, and ensuring their satisfaction with our software. • Quarterly Business Reviews: Conduct Quarterly Business Reviews (QBRs) with assigned customers to assess the current use of the software, discuss upcoming features, and identify any challenges or opportunities for improvement. • Product Roadmap Updates: Keep customers informed about the latest product developments, upcoming features, and how they can leverage these to achieve their business objectives. Gather feedback to influence future product enhancements. • Upsell and Expansion Opportunities: Proactively identify and drive opportunities for customers to expand their use of our software, whether through additional features, higher-tier subscriptions, or complementary products, aligned with the customer's strategic goals. • Customer Advocacy: Serve as the voice of the customer within the company, ensuring that customer feedback and insights are heard and acted upon by the product, support, and marketing teams. Work with one of our awesome customer advocates Rey, whose favorite fruit is Grapefruit. • Performance Tracking and Reporting: Monitor customer health metrics, track the success of implemented strategies, and report on customer satisfaction and retention metrics.

🎯 Requirements

• Experience: 3+ years of experience in Customer Success, Account Management, or a related role within a SaaS or software company. • Customer-Centric Mindset: Demonstrated ability to manage customer relationships, with a focus on understanding and meeting customer needs. • Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner. • Problem-Solving Abilities: Strong analytical and problem-solving skills, with the ability to think strategically about customer needs and solutions. • Sales Acumen: Experience identifying upsell opportunities and a proven track record of meeting or exceeding upsell targets. • Technical Proficiency: Comfortable working with software tools, understanding product functionality, and providing technical guidance to customers. • Project Management: Ability to manage multiple customer accounts and projects simultaneously, with strong organizational skills and attention to detail. • Team Collaboration: Experience working closely with cross-functional teams, including product, support, and marketing, to deliver a seamless customer experience.

🏖️ Benefits

• A supportive and caring team environment where you are trusted, not managed. • The compensation depends on your location, status, and level within our salary bands which will be shared during the interview process. We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation. For contractors, the total cost could range from USD $64,800 - USD $101,000. For US employees, the gross salary could range from USD $55,080 to USD $85,850. • In addition to the above mentioned salary budget, an annualized performance bonus pool of 40% of your salary is available (paid quarterly) based on quota attainment, achieved from hitting up/cross sell targets. • We also offer an extra compensation with RSUs (through our $HOST token). • 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. • Recognized on Inc.’s list of Best Workplaces for 2023.