Job detailsApplyJob description

NOTE: This is a FULLY remote role, but the candidate must be within the Philippines region to collaborate with their team, peers, and internal customers.

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.

As an Associate Customer Success Manager, you will work alongside our team to provide proactive and reactive support to our fast-growing customer base. You will share responsibility for supporting small- and mid-sized customers, taking ownership of customer issues and not hesitating to pick up the phone to quickly address and resolve churn risks.

While we are not a tech support team, we are dedicated to ensuring our clients see the value in using Hostaway and achieve their desired outcomes. We value Customer Success professionals who are self-motivated, tech-savvy, and comfortable working with a high level of autonomy, while knowing you have a supportive team ready to train, assist, and help you succeed.

You should have some experience with negotiation, be motivated to identify needs, deliver value, and build strong, long-lasting relationships.

Your Mission

Handle and process cancellation requests, discount requests, and training requests, focusing on retaining customers and preventing churn

Improve usage and adoption through proactive and content-driven communications

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

Proactively communicate with customers to provide helpful information, invite them to events, and assist with outreach campaigns

Job requirements

At least 2 years of increasingly complex experience in customer success or account management

Experience in retention management, churn prevention, or handling cancellation/billing tickets

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’s 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 or APAC timezones, we need coverage for both

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)

Thank you for your interest. If you apply for this role, you will receive an email from our Talent Acquisition team after your application has been reviewed alongside the qualifications for this role and the qualifications of others who have applied.

Apply

or

Apply with IndeedShare jobRemoteManila, National Capital Region, PhilippinesCustomer SuccessMy information

Fill out the information below

Full name *Email address *Phone number *PhilippinesPhilippinesInternationalAfghanistanAfghanistanCV or resume *

Upload your CV or resume file

Upload a file or drag and drop hereUpload a file or drag and drop hereAccepted files: PDF, DOC, DOCX, JPEG and PNG up to 50MB.Cover letter

Upload your cover letter

Upload a file or drag and drop hereUpload a file or drag and drop hereAccepted files: PDF, DOC, DOCX, JPEG and PNG up to 50MB.Write it here insteadQuestions

Please fill in additional questions

Are you based in the Philippines? *YesNoAre you available to work different time zones, such as the US and APAC? *YesNoDo you have recent experience in customer success, account management? *YesNoDo you have recent experience negotiating customer cancellation requests and discount requests? *YesNoWhat's the largest customer portfolio or customer account base you've worked with in terms of number of customers? *Tell us in 1 minute why you're a great fit for the Associate Customer Success Manager role at Hostaway. *What is your annual salary expectation? *USD

All fields marked with * are required.

SendAll done!

Your application has been successfully submitted!

Other jobs