Job description
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 a SaaS startup that is 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 a Customer Success Associate, you will work alongside our team to provide proactive and reactive support to our fast-growing customer base. You will share responsibility for providing support to small- and mid-sized customers alike, and you will partner with experienced Customer Success Managers to provide support on larger accounts. We look for Customer Success professionals who are self-motivated and tech-savvy. You should possess strong consultative selling skills, be comfortable with negotiation, and have the ability to identify needs, deliver value, and build strong, long-lasting relationships.
Your Mission:
Proactively communicate with customers to provide helpful information, invite them to events, and assist with outreach campaigns
Improve usage and adoption through proactive and content-driven communications
Respond to inbound requests via the shared Customer Success queue
Process upsells, cancelation requests, discount requests, and training requests
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
Requirements
At least 2 years of increasingly complex experience in customer success, account management, or a similar role in the SaaS industry
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, APAC or EMEA time zones
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.
