Join our innovative team at Hospitable.com, a cutting-edge software company revolutionizing the way Airbnbs rent themselves. We're seeking a highly skilled Customer Success Manager to drive customer satisfaction, loyalty, and growth in the Americas region. As a remote-only and fully distributed company, we hire based on timezones, and the ideal candidate will be located in North American timezones.
As a Customer Success Manager, your mission will be to turn our customers into raving fans of our product and company. You'll achieve this by developing and maintaining strong relationships, understanding their business needs, and ensuring their satisfaction with our software. Your responsibilities will include:
- Customer Relationship Management: Build and maintain long-lasting relationships with assigned customers, acting as their primary point of contact and ensuring their satisfaction with our software.
- Quarterly Business Reviews: Conduct regular QBRs to assess software usage, discuss upcoming features, and identify opportunities for improvement.
- Product Roadmap Updates: Keep customers informed about the latest product developments and gather feedback to influence future enhancements.
- Upsell and Expansion Opportunities: Identify and drive opportunities for customers to expand their use of our software, aligned with their strategic goals.
- Customer Advocacy: Serve as the voice of the customer within the company, ensuring that customer feedback and insights are heard and acted upon by cross-functional teams.
- Performance Tracking and Reporting: Monitor customer health metrics, track the success of implemented strategies, and report on customer satisfaction and retention metrics.
To succeed in this role, you'll need:
- 3+ years of experience in Customer Success, Account Management, or a related role within a SaaS or software company.
- A customer-centric mindset, with a demonstrated ability to manage customer relationships and meet customer needs.
- Excellent verbal and written communication skills, with the ability to explain complex concepts clearly and concisely.
- Strong analytical and problem-solving skills, with the ability to think strategically about customer needs and solutions.
- Sales acumen, with experience identifying upsell opportunities and a proven track record of meeting or exceeding upsell targets.
- Technical proficiency, with comfort working with software tools and understanding product functionality.
- Project management skills, with the ability to manage multiple customer accounts and projects simultaneously.
- Team collaboration experience, with a history of working closely with cross-functional teams to deliver a seamless customer experience.
In return for your skills and experience, we offer a competitive compensation package, including:
- A salary budget of $63,000 - $97,000, depending on location and level of assessment.
- An annualized performance bonus pool of 40% of your salary, paid quarterly, based on quota attainment and up/cross-sell targets.
- Additional compensation through RSUs (our $HOST token).
- 35 days off per year, including self-serve public holidays and parental leave.
- Healthcare, 401(k), and mental health support for US employees.
At Hospitable.com, we're committed to creating a supportive and caring team environment where you're trusted, not managed. We're recognized as one of Inc.'s Best Workplaces for 2023, and we're excited to welcome a new team member who shares our values and passion for customer success.
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