NOTE: This is a FULLY remote role, but the candidate must be within Australia or New Zealand to collaborate with their team, peers, and internal customers. You do not have to be in the specific country or city shown in this listing, but please only apply if you are physically based within Australia or New Zealand.

Trusted by 20,000+ property managers worldwide, Hostaway is an industry leading, AI-powered vacation rental management platform designed for professional short-term rental operators. Hostaway brings everything together for greater efficiency and faster growth.

Profitable, high-growth, and the first short-term rental PMS unicorn. Join us at our most exciting stage yet! Learn more about our recent valuation and story here.

About the role

As a Customer Success Manager (CSM), you’ll play a vital role in ensuring the success and satisfaction of our customers across APAC. Your ultimate goal will be to help our customers thrive in their business by effectively using our vacation rental software. This role involves proactively working with customers to understand their needs, address their issues, and guide them to fully leverage our platform.

We are looking for a CSM who will work closely with our APAC accounts. Your communication skills and cultural understanding will be crucial in providing exceptional support and building strong relationships with our customers in this region.

Responsibilities

• Adoption: Drive the adoption of our platform among a diverse client base. Understand customer needs deeply, guide them through personalized onboarding and ongoing engagement strategies, and ensure they realize the maximum value from our solutions.
• Customer Retention: Develop strong relationships with customers and implement strategies to increase customer retention and satisfaction.
• Client Escalation Handling: Serve as the primary contact for any significant issues our customers face. You'll coordinate with the appropriate internal teams to ensure a timely and effective resolution.
• Ongoing Client Engagement: Regularly check in with clients to ensure they are satisfied with our services, understand new challenges they are facing, and provide appropriate support or solutions.
• Upselling and Cross-selling: Identify opportunities for customers to use more of our services to help their businesses grow. Communicate the value of these opportunities effectively.
• Customer Education: Conduct webinars, create user guides, and provide other training materials to help customers understand and fully utilize our software.
• Collaboration: Work closely with the sales and product teams to share customer insights that inform new business strategies and product improvements.
• Account Management: Monitor and report on account health, usage, and client satisfaction metrics to provide insights and recommendations.

Job requirements

• 3-5 years of experience as a Customer Success Manager with Mid Market customers in the SaaS industry.
• Ability to prioritize and manage a large portfolio of accounts (100-200 mid market accounts) while consistently delivering on expected engagement activities.
• Proven track record of Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) performance, with verifiable expertise in risk identification, portfolio segmentation, and ownership of renewals.
• Demonstrated ability to build strong relationships with customers and manage client expectations, even at scale.
• Excellent problem-solving skills, with a knack for turning complex issues into simple solutions.
• Experience with Salesforce and Zendesk are nice to have.

What we offer

• Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant.
• 100% Remote: Enjoy the freedom to work from anywhere within your country of residence—be it a co-working space, your home office, or even your dining room table. The choice is yours. Just don’t ask to work in our office (we don’t have one).
• Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company. This ensures we all share in the company’s success.
• Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good. We leverage them daily when making strategic and tactical decisions.
• Professional Growth: Our rapid growth offers unparalleled learning and development opportunities, along with a multitude of career advancement opportunities.
• Annual Paid Leave: The specific amounts vary by country and are aligned with country and/or contract-specific norms.
• Geographic Specific Benefits: As an international employer, we offer different country-specific benefits such as Health Insurance and Pensions in countries where these perks are customary. The specifics depend on the country of the applicant.
• Dynamic Team Culture: As a global company with team members in over 40 countries, our diverse and international culture fuels our innovation and creativity, providing a key pillar to our success (and making it a lot of fun to work here).

• Drive the adoption of our platform among a diverse client base. Understand customer needs deeply, guide them through personalized onboarding and ongoing engagement strategies, and ensure they realize the maximum value from our solutions.
• Develop strong relationships with customers and implement strategies to increase customer retention and satisfaction.
• Serve as the primary contact for any significant issues our customers face. You'll coordinate with the appropriate internal teams to ensure a timely and effective resolution.
• Regularly check in with clients to ensure they are satisfied with our services, understand new challenges they are facing, and provide appropriate support or solutions.
• Identify opportunities for customers to use more of our services to help their businesses grow. Communicate the value of these opportunities effectively.
• Conduct webinars, create user guides, and provide other training materials to help customers understand and fully utilize our software.
• Work closely with the sales and product teams to share customer insights that inform new business strategies and product improvements.
• Monitor and report on account health, usage, and client satisfaction metrics to provide insights and recommendations.

• Customer Success Management
• SaaS industry
• Mid Market customers
• Net Revenue Retention (NRR)
• Gross Revenue Retention (GRR)
• Risk identification
• Portfolio segmentation
• Ownership of renewals
• Relationship building
• Client expectation management
• Problem-solving
• Salesforce (nice to have)
• Zendesk (nice to have)

• 3-5 years of experience as a Customer Success Manager with Mid Market customers in the SaaS industry.
• Ability to prioritize and manage a large portfolio of accounts (100-200 mid market accounts) while consistently delivering on expected engagement activities.
• Proven track record of Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) performance, with verifiable expertise in risk identification, portfolio segmentation, and ownership of renewals.
• Demonstrated ability to build strong relationships with customers and manage client expectations, even at scale.
• Excellent problem-solving skills, with a knack for turning complex issues into simple solutions.
• Experience with Salesforce and Zendesk are nice to have.