Customer Success Manager

Hostaway

. Drive adoption of Hostaway’s AI-powered vacation rental management platform .

Posted 10/23/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer success within the SaaS industry, focusing on customer retention, satisfaction metrics, and relationship management. Proficient in onboarding, account health monitoring, and providing tailored solutions to enhance client engagement.

Highest-signal resume keywords

Customer Success ManagementNet Revenue Retention (NRR)Gross Revenue Retention (GRR)B2B SaaS ExperienceProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Account Health MonitoringPortfolio SegmentationRisk IdentificationCustomer OnboardingCustomer Engagement Strategies

Soft Skills

Relationship BuildingClient Expectation ManagementCollaboration

Industry Keywords

SaaS IndustryCustomer RetentionCustomer Satisfaction MetricsMid-Market AccountsWebinars

About the role

Key responsibilities & impact

Drive adoption of Hostaway’s AI-powered vacation rental management platform
Understand customer needs and provide personalized onboarding and ongoing engagement
Develop relationships and strategies to improve customer retention and satisfaction
Serve as the primary contact for significant customer issues and coordinate internal resolutions
Conduct regular client check-ins and provide support or solutions
Conduct webinars and create user guides and training materials
Collaborate with sales and product teams to share customer insights
Monitor and report on account health, usage, and customer satisfaction metrics
Provide recommendations based on account data

Requirements

What you’ll need

3–5 years of experience in customer success in the SaaS industry
Ability to prioritize and manage a large portfolio of approximately 100 mid-market accounts
Proven Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) performance
Expertise in risk identification, portfolio segmentation, and ownership of renewals
Demonstrated ability to build strong customer relationships and manage client expectations at scale
Excellent problem-solving skills
Native-level English speaker
Must be physically based in the United States within the EST or CST time zones
Must be able to collaborate with U.S. and North American accounts
B2B SaaS experience

Benefits

Comp & perks

100% remote work within the applicant’s country of residence
Valuable stock options/equity
Learning and development opportunities
Career advancement opportunities
Annual paid leave aligned with country- and contract-specific norms
Country-specific health insurance and pension benefits where customary
Diverse international team culture
Competitive compensation based on market rates in the applicant’s country