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Summary:
Hostaway is a SaaS startup revolutionizing the vacation rental industry with innovative solutions and partnerships with major platforms like Airbnb, VRBO, and Booking. As a growing and profitable company, Hostaway is committed to delivering results through a customer-centric approach, aiming to encourage growth, learning, and innovation for its team, customers, and the industry.
Responsibilities:
- Proactively communicate with customers to provide helpful information, invite them to events, and assist with outreach campaigns.
- Improve usage and adoption through proactive and content-driven communications.
- Respond to inbound requests via the shared Customer Success queue.
- Process upsells, cancellation requests, discount requests, and training requests.
- Diagnose potential barriers to renewal and work with customers to overcome these barriers.
- Demonstrate commitment to our customer base through the highest level of responsiveness.
- Identify ways we can consistently delight our customers.
Requirements:
- At least 1-2 years of increasingly complex experience in customer success, account management, or a similar role in the SaaS industry.
- Ability to prioritize and manage a large portfolio of accounts (1100-1500 customers), and consistently deliver on expected engagement activities.
- Proven track record of NRR and GRR performance, with verifiable expertise in driving upsells, cross-sells, and ownership of customer successes.
- Native-level English language proficiency. Additional language proficiency is desirable.
- 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.
- Willingness to work in the North American, APAC, or EMEA time zones.
Benefits:
- 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.
- Equity: Every role comes with valuable stock options in a fast-growing and profitable company.
- Values-Driven Leadership: Our Core Values guide our strategic and tactical decisions daily.
- Professional Growth: Opportunities for learning, development, and career advancement in a rapidly growing company.
- Annual Paid Leave: Specific amounts vary by country and contract norms.
- Geographic Specific Benefits: Health insurance and pensions in countries where these perks are customary.
- Dynamic Team Culture: Work within a diverse global team that fuels innovation and creativity.
