Success Manager

Vacatia

. Manage an assigned portfolio of Club Vacatia Owners, Members, and Guests .

Posted 10/9/2026full-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 and member engagement, utilizing strong communication and relationship management skills to enhance member experiences. Proficient in using CRM and customer-facing technology platforms to analyze feedback and drive continuous improvement.

Highest-signal resume keywords

Customer Success ManagementRelationship ManagementCRM Technology ProficiencyProactive OutreachBilingual Communication (Spanish or Portuguese)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer EngagementAccount ManagementStrategic PlanningProblem-SolvingAttention to Detail

Soft Skills

Strong Communication SkillsOrganizational SkillsTime ManagementTrust BuildingInfluencing Skills

Tools & Technologies

CRM PlatformsCase Management SystemsCustomer-Facing Technology

Industry Keywords

HospitalityCustomer ExperienceMembershipVacation OwnershipTravel Services

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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