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Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in account management and customer success, with a strong focus on building relationships and driving host performance. Proficient in utilizing data for decision-making and optimizing host strategies within the affordable housing sector.
Highest-signal resume keywords
Account ManagementCustomer SuccessData AnalysisReal Estate KnowledgeCommunication Skills
About the role
Key responsibilities & impact- Own and manage a dedicated portfolio of PadSplit hosts as their primary point of contact
- Resolve support ticket escalations, policy questions, financial inquiries, and operational challenges
- Build proactive, trust-based host relationships to reduce churn and increase host lifetime value
- Conduct performance check-ins aligned to host goals and PadSplit benchmarks
- Drive host accountability on occupancy, bookability flags, rejection rates, move-in ratings, and member retention
- Partner with hosts on portfolio growth and expansion of their PadSplit footprint
- Surface host feedback and trends to product, operations, and leadership
- Maintain knowledge of PadSplit’s platform, fee structures, payout mechanics, and host-facing policies
- Guide hosts on pricing strategy, occupancy optimization, listing quality, rejection rate management, and platform best practices
- Monitor host and property performance using PadSplit’s data tools
- Lead introductory calls and activation for new hosts
- Educate new hosts on pricing, room standards, safety compliance, responsiveness, and member outcomes
- Investigate and resolve complex host situations using sound judgment
- Coordinate escalations with member support, trust and safety, payments, and legal teams
- Document ticket details and resolutions accurately
- Identify systemic issues and inform process, policy, or product improvements
- Contribute to playbooks, talk tracks, macro responses, and best practices
- Participate in weekly team syncs
Requirements
What you’ll need- 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
- Ability and willingness to develop deep working knowledge of PadSplit’s product, fee structures, and policies
- Proven ability to manage a large book of relationships proactively
- Comfort using data to tell a story and drive actionable conversations
- Ability to analyze incomplete or conflicting information, apply policies thoughtfully, and make fair, defensible decisions
- Ability to balance compassion with clarity when delivering difficult outcomes
- Clear, confident written and verbal communication tailored to diverse audiences
- Strong organization and follow-through across a large portfolio
- Genuine belief in PadSplit’s mission and understanding of the affordable housing space
- Motivation to build and improve a new function
- Must be authorized to work in the United States and complete the I-9 and E-Verify process
Benefits
Comp & perks- Fully remote position
- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance MonitoringOccupancy OptimizationPricing StrategyPolicy ApplicationConflict Resolution
Soft Skills
Relationship BuildingOrganizationCompassionClarity in CommunicationProblem Solving
Tools & Technologies
PadSplit PlatformData Tools
Industry Keywords
Affordable HousingProperty ManagementHospitalityPlatform-Based Marketplace