Customer Success Role

Hostaway

. Drive adoption of Hostaway’s vacation rental management platform among a diverse client base .

Posted 10/22/2026full-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 client retention, relationship management, and effective onboarding strategies. Proficient in monitoring account health and utilizing insights to drive product improvements and customer satisfaction.

Highest-signal resume keywords

Customer Success ManagementNet Revenue Retention (NRR)Gross Revenue Retention (GRR)Risk IdentificationPortfolio Segmentation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Relationship ManagementAccount ManagementOnboarding StrategiesClient Satisfaction MetricsProblem-Solving

Soft Skills

Interpersonal CommunicationRelationship BuildingTime Management

Tools & Technologies

SaaS PlatformsAI-Powered Software

Industry Keywords

Vacation Rental ManagementClient EngagementCustomer RetentionNorth AmericaWebinars

About the role

Key responsibilities & impact

Drive adoption of Hostaway’s vacation rental management platform among a diverse client base
Understand customer needs and guide customers through personalized onboarding and ongoing engagement
Develop customer relationships and strategies to increase retention and satisfaction
Serve as the primary contact for significant customer issues and coordinate timely resolutions with internal teams
Conduct regular client check-ins and provide appropriate support or solutions
Conduct webinars and create user guides and training materials
Collaborate with sales and product teams to share customer insights and inform business strategies and product improvements
Monitor and report on account health, usage, and client satisfaction metrics
Help North American customers thrive by effectively using Hostaway’s AI-powered vacation rental management software

Requirements

What you’ll need

At least 3–5 years of experience in customer success in the SaaS industry
Ability to prioritize and manage a large portfolio of accounts (100 mid-market accounts) while consistently delivering expected engagement activities
Proven track record of Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) performance
Verifiable 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 North America in either EST or CST timezones
Must not require visa sponsorship to work

Benefits

Comp & perks

Competitive pay based on market rates in the country of the applicant
100% remote work from anywhere within your country of residence
Valuable stock options
Professional growth, learning and development opportunities
Career advancement opportunities
Annual paid leave
Country-specific health insurance and pensions where customary
Dynamic, diverse, international team culture