[Hiring] Customer Success Manager @Better Talent

Role Description

As a Customer Success Manager, you own a portfolio of property management customers and are responsible for their retention, satisfaction, and growth. You work with Sales, Support, Product, Engineering, Professional Services, and Marketing to make sure customers get real value from Track. We are growing, and customers are leaning on us more every year to help them get the most out of the platform, including our AI-driven features.

• Serve as the primary point of contact for your customers and guide them through adoption and their overall success journey.
• Keep customers with us by learning their goals and delivering solutions that meet them.
• Spot churn risk early using AI-powered health signals, and prioritize outreach across your portfolio.
• Run regular check-ins, business reviews, and product feedback sessions, and show customers new features and best practices.
• Keep customer platforms up to date and well configured, and recommend changes that improve performance.
• Help customers adopt AI-driven features in Track, and recommend automation that cuts manual work during business reviews.
• Partner with Sales on renewals, contract negotiations, and expansion, with Support on Tier 3 escalations, with Professional Services on training and configuration, and with Product and Engineering by bringing customer feedback into discovery calls.

Qualifications

• Bachelor's degree and/or 3+ years of directly related experience.
• Working knowledge of the vacation rental or short-term rental industry.
• Experience working with executive-level clients.
• Daily use of AI tools (like Claude, ChatGPT, or built-in platform AI) to increase your capacity and output quality. This is a must, not a nice-to-have.
• Ability to explain AI-driven product features in plain language to non-technical property managers and owners.
• Strong communication, organization, and prioritization skills.
• Project management experience is a plus.

Requirements

• You can keep a full portfolio moving at once and decide who needs you most this week based on health signals, not just who emails loudest.
• You are comfortable in a room with a vacation rental company's executives and can turn technical capabilities into practical wins for their properties.
• You like being the connector between customers and our internal teams, and you follow through until the issue is resolved.

Benefits

• Annual Salary: $65,000 - $75,000.
• Bonus: 10% annual incentive tied to company performance.
• Paid time off such as PTO, sick days, and vacation days.
• Health, Dental, and Vision insurance.
• Life insurance.
• Retirement benefits or accounts.
• Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs.
• Long term and Short term disability insurance.
• Wellness programs.
• Employee recognition programs.