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.
11 - 50 employees
🏠 Real Estate
👥 B2C
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.
11 - 50 employees
🏠 Real Estate
👥 B2C
📋 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
Apply NowSimilar Jobs
October 21
Director of Customer Success leading strategy and operations for Wonderlic’s Customer Success organization. Ensuring customer value from assessment solutions and driving high adoption, retention, and revenue expansion.
October 21
Manager of Customer Success overseeing enterprise accounts at Superside. Leading a team of Customer Success Managers to enhance customer satisfaction and drive growth.
October 21
VP of Customer Success leading software service delivery and client satisfaction at EAC Product Development Solutions. Overseeing strategic growth, team development, and operational excellence.
October 20
Director of Client Success leading team at Luxury Presence to help clients in real estate thrive. Overseeing client retention strategy and mentoring Client Success Managers.
October 17
Manager, Customer Success leading a team while handling accounts in the utility tech sector. Focusing on driving revenue and ensuring customer satisfaction for Tantalus Systems' customer base.