Success Manager

🔥 24 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Vacatia

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

✈️ Travel

🏨 Hospitality

🏪 Marketplace

💰 $20M Series B - Vacatia on 2021-11

Travel • Hospitality • Marketplace

Vacatia is an online travel marketplace specializing in resort residences and vacation rentals — condos, suites and resort-style homes — with integrated options to rent, subscribe, or buy and sell timeshare inventory. The company operates booking, guest-care and owner-services for legacy resort owners and partners (including Disney Vacation Club, Royal Resorts and Westgate), offers timeshare resale and point-transfer tools, flexible payment (FlexPay), and destination search and calendar tools for travelers worldwide.

📋 Description

• Manage an assigned portfolio of Club Vacatia Owners, Members, and Guests • Proactively engage members throughout their membership journey • Build trusted relationships and provide personalized guidance • Re-engage inactive members and encourage use of membership benefits • Educate members about Club Vacatia benefits, programs, services, policies, resources, digital tools, and self-service options • Identify knowledge gaps and recommend improvements to communications and educational resources • Identify friction points, recurring issues, and unmet member needs • Coordinate with internal teams to resolve concerns and provide follow-up • Escalate issues to appropriate leaders or specialists • Guide members through digital platforms and troubleshoot common issues • Partner with Product and Technology to support digital tools and capabilities • Maintain accurate member records, interaction history, preferences, commitments, and follow-up activities • Prioritize outreach and monitor engagement, adoption, satisfaction, retention, and issue resolution • Meet service, productivity, quality, documentation, and compliance expectations • Participate in coaching, training, quality reviews, and continuous improvement initiatives • Collaborate with Owner Care, Member Services, Resort Operations, Sales & Marketing, Product, Technology, Finance, and other teams • Support new programs, service enhancements, communications, and pilot initiatives

🎯 Requirements

• Bachelor’s degree in Business, Hospitality, Communications, Customer Experience, or a related field, or equivalent experience • 3+ years of experience in customer success, member services, account management, concierge, hospitality, contact center operations, or a related customer-focused role • Experience with proactive outreach, relationship management, strategic planning, or customer engagement • Strong communication skills and ability to explain complex information clearly and confidently • Ability to build trust, listen, educate, and influence • Strong organizational and time management skills with ability to manage multiple priorities • Experience using CRM, case management, customer engagement, or other customer-facing technology platforms • Strong problem-solving skills, sound judgment, and attention to detail • Ability to use customer feedback and data to identify trends and improvement opportunities • Spanish or Portuguese language skills preferred but not required • Hospitality, vacation ownership, travel, membership, financial services, or complex consumer service experience is a plus

🏖️ Benefits

• Growing hospitality company changing the vacation ownership experience • Autonomy and ownership of an assigned member portfolio • Cross-functional learning and collaboration • Coaching and training • Quality reviews and continuous improvement initiatives