Customer Success Manager

Hostaway is the market-leading SaaS scale-up transforming the vacation rental industry. With innovative solutions and partnerships with giants like Airbnb, VRBO, and Booking, we're taking on the competition and winning. Leveraging our customer-centric core values, we consistently deliver results that encourage growth, learning, and innovation for our team, our customers, and the industry.

As a profitable and growing company, this role is necessitated by our continued growth. Check out more about our recent funding round of $365 million 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 in the EMEA market. Your ultimate goal will be to make our customers successful 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 utilize our platform.

We are specifically looking for a native-level speaker in one of the following languages: Italian, Spanish, French, or German who will work closely with our European accounts. Your language skills and cultural understanding will be crucial in providing exceptional support and building strong relationships with our customers in your native language. If you have proficiency in more than one of these languages, this is a bonus.

**Your mission**:

- Adoption: You will play a pivotal role in driving the adoption of our platform among our diverse client base. Your mission will be to understand customer needs deeply, and ensure they realize the maximum value from our solutions. Your success will be measured by your ability to foster high adoption rates, ensuring customers become product champions who contribute to the overall growth and success of our community.
- 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.
- 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 to the customers effectively.
- Ongoing Client Engagement: Regularly QBRs and use of Success Plans with clients to ensure they are satisfied with our services, understand new challenges they are facing, and provide appropriate support or solutions.
- 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.
- At least 5-7 years of experience in customer success, account management, or a similar role in the SaaS industry.
- Ability to prioritize and manage a large portfolio of accounts (100 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’s successes.
- Native-level Italian, Spanish, French, or German language proficiency. English is our company language, so you also need strong language proficiency there.
- 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.

**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