Cloud9
Real Estate • B2C
Cloud9 is a luxury short-term rental and corporate housing provider offering curated penthouse and apartment stays, primarily operating in Chicago (The Loop, River West) and Bogotá, Colombia. The company appears to market high-end vacation and corporate rentals, handles bookings and sales inquiries, and targets individual travelers and business clients seeking temporary lodging.
Head of Customer Success
October 22
Cloud9
Real Estate • B2C
Cloud9 is a luxury short-term rental and corporate housing provider offering curated penthouse and apartment stays, primarily operating in Chicago (The Loop, River West) and Bogotá, Colombia. The company appears to market high-end vacation and corporate rentals, handles bookings and sales inquiries, and targets individual travelers and business clients seeking temporary lodging.
📋 Description
• Drive NPS ≥70 within 6 months • Achieve and hold guest CSAT ≥4.95 • Ensure 90%+ of guest issues are resolved in <15 minutes • Increase repeat bookings by 20% YoY • Deliver ≥15% of new bookings from referrals by year-end • Hold Airbnb/Booking/Google review scores at ≥4.9 across portfolio • Implement proactive guest communication → reduce escalations by 25% • Build guest playbooks (VIP touchpoints, pre-arrival, post-stay) • Launch guest insights dashboard with 90% adoption across teams • Train “Guest Success Academy” for CS associates → 30-day ramp to full productivity
🎯 Requirements
• 5+ years in guest/customer success (luxury hospitality, boutique, or tech-enabled STR) • Proven record of driving NPS, CSAT, or repeat bookings • Tactical execution skills: show KPIs moved and how • Player-coach leadership style — leads while executing • Master communicator: written, verbal, escalation handling • Bonus levers: Referral systems, review management, loyalty program design • Interview warning: You will be asked to walk step-by-step through how you moved a KPI in your last role. If you can’t, you don’t pass.
🏖️ Benefits
• Competitive salary + 2026 equity + performance bonus tied directly to repeat bookings, CSAT, and NPS • PTO (accountable use) • Relocation support to Bogotá HQ if desired
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