Associate Customer Success Manager - 100% remote - Philippines

Job 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.