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HostawayCustomer Success Manager - 100% Remote - US
Hostaway is seeking a remote Customer Success Manager to support North American accounts within the EST or CST time zones. As a key player in a…
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About This Role
Hostaway is seeking a remote Customer Success Manager to support North American accounts within the EST or CST time zones. As a key player in a profitable, AI-powered vacation rental management platform provider trusted by more than 20,000 property managers globally, this position focuses on driving platform adoption, managing client retention, and ensuring customer satisfaction. The ideal candidate will guide clients through personalized onboarding, conduct educational webinars, handle escalations, and…
Job Description
Hostaway is seeking a remote Customer Success Manager to support North American accounts within the EST or CST time zones. As a key player in a profitable, AI-powered vacation rental management platform provider trusted by more than 20,000 property managers globally, this position focuses on driving platform adoption, managing client retention, and ensuring customer satisfaction. The ideal candidate will guide clients through personalized onboarding, conduct educational webinars, handle escalations, and collaborate with internal product and sales teams.
This full-time opportunity is completely remote, requiring candidates to be physically situated within the United States in the Eastern or Central time zones. The role suits professionals with a strong background in SaaS customer success who excel at managing large account portfolios, tracking health metrics, and building robust client relationships.
Responsibilities
- Drive platform adoption through personalized onboarding and ongoing engagement strategies
- Develop customer relationships to increase retention and satisfaction levels
- Serve as the primary contact for major client issues and coordinate internal resolution
- Conduct regular client check-ins to evaluate satisfaction and address challenges
- Create user guides, host webinars, and provide other educational materials for software utilization
- Partner with sales and product teams to share insights for business strategies and software enhancements
- Monitor and report on metrics related to account health, usage, and client satisfaction
Requirements
- Three to five years of customer success experience within the SaaS sector
- Capacity to prioritize and manage a portfolio of approximately 100 mid-market accounts
- Demonstrated performance history in Net Revenue Retention and Gross Revenue Retention
- Expertise in risk identification, portfolio segmentation, and renewal ownership
- Native-level English proficiency with strong cross-cultural communication abilities
- Physical residency within the United States in the EST or CST time zones
Core Skills
Benefits
- Competitive pay based on market rates in the applicant's country
- 100% remote work flexibility
- Valuable stock options in a growing and profitable enterprise
- Professional growth and career advancement opportunities
- Annual paid leave aligned with local norms and contracts
- Geographic-specific benefits such as health insurance and pensions where customary
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the role is fully remote, though candidates must be physically located within the United States in the EST or CST time zones.
What experience is required for this role?
Applicants must have three to five years of customer success experience in the SaaS industry, along with a proven track record in NRR and GRR performance.
What salary does this position offer?
The posting does not specify an exact salary, noting only that compensation is competitive based on local market rates.
How will I know if my application is reviewed?
Applicants will receive an email from the Talent Acquisition team after their application has been reviewed alongside other candidates.
Sample Interview Questions
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