Associate Customer Success Manager

Job Description

Description

NOTE: This is a FULLY remote role, but the candidate must be within the Philippines to collaborate with their team, peers, and internal customers. You do not have to be in the specific country or city shown in this listing, but please only apply if you are physically based within the Philippines.

This shift will be working on US EST timezone.

Trusted by 20,000+ property managers worldwide, Hostaway is an industry leading, AI-powered vacation rental management platform designed for professional short-term rental operators. Hostaway brings everything together for greater efficiency and faster growth.

Profitable, high-growth, and the first short-term rental PMS unicorn 🦄. Join us at our most exciting stage yet! Learn more about our recent valuation and story here.

About the role

We’re looking for a Customer Success Associate to join our team and support our SMB customers across key markets. This is a great opportunity for someone who enjoys working closely with clients, thrives in a fast-paced environment, and loves turning day-to-day customer interactions into long-term success and retention.

In this role, you’ll act as a trusted partner for a portfolio of small and medium-sized customers, helping them navigate requests, solve issues, and get ongoing value from Hostaway. A large part of your day-to-day work will be focused on managing tickets and client requests, so we’re looking for someone who is organized, responsive, and comfortable handling a high volume of customer conversations with care and confidence.

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

Requirements

• 2+ years of experience in Customer Success, Account Management, Renewals, or another customer-facing role in a SaaS environment

• Experience managing a high volume of customer interactions in a structured, fast-moving environment

• Confidence handling tickets, customer requests, billing or cancellation-related conversations, and retention-focused discussions

• Strong communication and relationship-building skills

• Excellent organizational skills and the ability to prioritize across multiple accounts and requests

• A problem-solving mindset, with the ability to simplify complex issues for customers

• Professional Fluency in English

• Comfort working in a remote, international team environment

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.