Director of Customer Success Management

Job not on LinkedIn

October 14

🤠 Texas – Remote

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

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Hostaway

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SaaS • Travel • Real Estate

Hostaway is a comprehensive vacation rental management software that assists property managers in streamlining and automating every aspect of their business. Founded in 2015, the company offers a range of features to enhance property management efficiency, including channel management, automated messaging, dynamic pricing, and financial tracking. Hostaway integrates with major online travel agencies like Airbnb, Vrbo, and Booking. com, and provides a centralized dashboard for managing bookings, guest communications, and operations. Known for its robust API, Hostaway enables custom integrations and is trusted by thousands of property managers globally. It boasts award-winning 24/7 customer support and a suite of tools designed to scale with businesses from a few to thousands of listings. Hostaway is ideal for vacation rental managers looking to expand their reach, increase bookings, and optimize their property management processes.

51 - 200 employees

☁️ SaaS

🏠 Real Estate

📋 Description

• Take full ownership of the Customer Success Management function — evolving its strategy, playbooks, and KPIs. • Lead from the front: engage directly with key customers while coaching and developing the team. • Drive accountability for core metrics like GRR, NRR, NPS, and renewal/expansion performance. • Build and maintain executive-level relationships with clients, ensuring alignment on business outcomes. • Partner with sales and leadership on commercial conversations, renewals, and upsell opportunities. • Champion the use of AI-driven tools and processes to improve efficiency and scale the CS function. • Represent the voice of the customer internally, influencing product, support, and operations. • Travel as needed to meet clients 1:1 across all regions.

🎯 Requirements

• Proven track record as a Customer Success leader in a high-growth SaaS startup focusing on retention and churn reduction. • Experience working with reactive retention manager style ICs in lower segments. • Experience building or scaling a Customer Success function from the ground up. • Hands-on leadership style — willing to be in the trenches with clients and the team. • Strong commercial acumen with the ability to lead renewal and expansion discussions. • Deep understanding of Customer Success KPIs (GRR, NRR, NPS) and how to move them. • Excellent relationship-building and communication skills; able to quickly establish trust with clients. • Comfortable operating with autonomy and accountability — takes direction but executes independently. • Excited about the impact of AI on Customer Success and able to articulate its applications.

🏖️ Benefits

• 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. • Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company. • Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good. • Professional Growth: Our rapid growth offers unparalleled learning and development opportunities, along with a multitude of career advancement opportunities. • Annual Paid Leave: The specific amounts vary by country and are aligned with country and/or contract-specific norms. • Geographic Specific Benefits: As an international employer, we offer different country-specific benefits such as Health Insurance and Pensions in countries where these perks are customary. • Dynamic Team Culture: As a global company with team members in over 40 countries, our diverse and international culture fuels our innovation and creativity, providing a key pillar to our success (and making it a lot of fun to work here).