Job Description
Description
NOTE: This is a FULLY remote role, but the candidate must be within NAM - CST or NAM - EST 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 NAM - CST or NAM - EST.
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
We are looking for a Director of Customer Success Management who can take full ownership of our customer success organization and lead it into its next phase of growth. This is a hands-on, roll-up-your-sleeves role — not a position for someone who wants to sit in an ivory tower. You will be on the front lines with customers, while also evolving the strategy, structure, and playbooks that allow the department to scale.
The ideal candidate has experience building or being part of a high-growth SaaS customer success function, thrives in fast-paced startup environments, and knows how to balance strategic leadership with tactical execution. You’ll own the performance of our customer base, build strong client relationships, and help define how we leverage AI to scale customer success.
What You’ll Do
Take full ownership of the Customer Success Management function — evolving its strategy, playbooks, and KPIs.
Lead from the front: engage directly with key customers while coaching and developing the team.
Drive accountability for core metrics like GRR, NRR, NPS, and renewal/expansion performance.
Build and maintain executive-level relationships with clients, ensuring alignment on business outcomes.
Partner with sales and leadership on commercial conversations, renewals, and upsell opportunities.
Champion the use of AI-driven tools and processes to improve efficiency and scale the CS function.
Represent the voice of the customer internally, influencing product, support, and operations.
Travel as needed to meet clients 1:1 across all regions.
Requirements
Proven track record as a Customer Success leader in a high-growth SaaS startup focusing on retention and churn reduction.
Experience working with reactive retention manager style ICs in lower segments.
Experience building or scaling a Customer Success function from the ground up.
Hands-on leadership style — willing to be in the trenches with clients and the team.
Strong commercial acumen with the ability to lead renewal and expansion discussions.
Deep understanding of Customer Success KPIs (GRR, NRR, NPS) and how to move them.
Excellent relationship-building and communication skills; able to quickly establish trust with clients.
Comfortable operating with autonomy and accountability — takes direction but executes independently.
Excited about the impact of AI on Customer Success and able to articulate its applications.
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.
