Host Account Manager

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PadSplit

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🏠 Real Estate

👥 B2C

🏪 Marketplace

💰 $20.5M Series B on 2021-11

Real Estate • B2C • Marketplace

PadSplit is a platform that focuses on affordable co-living solutions, allowing individuals to rent private rooms in shared homes across various cities in the United States. By offering flexible stays with trusted identity and screening measures, it aims to create a safe and homey environment for its members. PadSplit markets itself as a more affordable option compared to other room rental services and helps members save money and build credit. The company also provides an opportunity for property owners to earn and make a positive impact in their communities by hosting rooms. PadSplit is recognized for its innovative technology and affordable housing solutions.

📋 Description

• Own and manage a dedicated portfolio of PadSplit hosts, serving as their primary named point of contact for support ticket escalation and resolution, policy adherence and understanding, and overall portfolio direction • Provide the right information at the right time, becoming a partner and strategic advisor of PadSplit • Build proactive, trust-based relationships that reduce churn and increase host lifetime value. • Conduct regular performance check-ins, including structured reviews aligned to host goals and PadSplit benchmarks. • Drive host accountability on key metrics including attainable occupancy, bookability flags, rejection rates, move-in ratings, and member retention. • Partner with hosts on portfolio growth, including conversations about adding new properties and expanding their PadSplit footprint. • Serve as the host’s internal advocate, surfacing feedback and trends to product, operations, and leadership. • Maintain deep working knowledge of PadSplit’s platform, fee structures, payout mechanics, and host-facing policies, with the ability to explain decisions clearly and confidently. • Serve as a knowledgeable, trusted point of contact for hosts navigating financial questions, policy inquiries, and operational challenges. • Apply PadSplit policies thoughtfully, explaining both the “what” and the “why” in a way that builds understanding and trust rather than resentment. • Guide hosts on pricing strategy, occupancy optimization, listing quality, rejection rate management, and platform best practices using both data and platform knowledge. • Monitor host and property performance using PadSplit’s data tools, identifying risks and opportunities before they become problems. • Lead an intro call for every new host in your portfolio, establishing the relationship and setting expectations from day one. • Guide new hosts from the beginning, covering pricing, room standards, rejection rate drivers, and mission-critical success requirements. • Prepare hosts for their first members: responsiveness standards, room readiness expectations, and move-in experience requirements. • Educate new hosts on member outcome drivers including safety compliance, pricing discipline, and platform behaviors that directly improve member, host and company outcomes. • Navigate complex, nuanced host situations that require investigation, sound judgment, and fair resolution. • Escalate and coordinate resolution of issues that require cross-functional support, working with member support, trust and safety, payments, and legal teams where appropriate. • Manage emotionally charged conversations with empathy, composure, and directness, holding firm on policy while maintaining the relationship. • Document ticket details and resolutions accurately, maintaining clear records across all host interactions. • Identify patterns in host concerns and flag systemic issues to inform process, policy, or product improvements. • Contribute to the development of scalable playbooks, talk tracks, macro responses, and best practices as this function matures. • Participate in weekly team syncs to share what is working, surface friction points, and iterate on the program in real time.

🎯 Requirements

• Account Management or Customer Success Background: 3+ years of account management, customer success, or high-touch client relationship experience. Background in real estate, property management, hospitality, or a platform-based marketplace is strongly preferred. • Platform and Policy Fluency: Ability and willingness to develop deep working knowledge of PadSplit’s product, fee structures, and policies, and to use that knowledge in live host conversations. • Proactive Portfolio Management: Proven ability to manage a large book of relationships with a proactive, not reactive, approach. You spot the problem before the host calls. • Data-Driven Communication: Comfortable using data to tell a story and drive a conversation. You can translate performance metrics into clear, actionable guidance a host can act on today. • Critical Thinking and Sound Judgment: Ability to analyze incomplete or conflicting information, apply policies thoughtfully in nuanced scenarios, and arrive at fair, defensible decisions. • Empathetic Directness: Skill in balancing compassion with clarity, especially when delivering difficult or unpopular outcomes. You hold firm on policy while making the host feel heard. • Strong Communication: Clear, confident written and verbal communication tailored to diverse audiences. You build trust quickly and handle difficult conversations without escalating unnecessarily. • Organization and Follow-Through: Highly organized with the ability to prioritize across a large portfolio without dropping the ball on high-value or high-risk relationships. • Mission Alignment: Genuine belief in PadSplit’s mission and an understanding of what it means to operate in the affordable housing space. • Growth Mindset: Motivated by the idea of building something new and improving it as you go. This function is being built from the ground up and you will help shape it.

🏖️ Benefits

• Fully remote position - we swear! • Competitive compensation package including an equity incentive plan and company-wide bonus opportunity • National medical, dental, and vision healthcare plans • Company provided life insurance policy • Optional accidental insurances, FSA, and DCFSA benefits • Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays • 401(k) plan • Twelve (12) weeks of paid time off for both birth and non-birth parents • The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis