[Hiring] Customer Success Manager @Hospitable

Role Description

Your mission is to help our customers build more successful short-term rental businesses while driving revenue growth for Hospitable. This isn't a traditional Customer Success role focused primarily on answering questions, managing relationships, or preventing churn. We're building a proactive, commercially driven Success team that helps customers discover opportunities, get more value from our platform, and grow their businesses.

You'll own a revenue quota, and your ability to consistently meet or exceed that quota will be the primary measure of your success. You'll do this through the following:

• Revenue Growth & Expansion: Own and achieve quarterly revenue targets through subscription upgrades, annual conversions, feature adoption, and additional products and services. You'll proactively identify opportunities within our existing customer base and turn those conversations into measurable revenue.
• Consultative Selling: Get to know our customers, their businesses, and what they're trying to accomplish. Whether they're managing one property or hundreds, you'll identify opportunities to help them save time, increase revenue, and operate more efficiently using Hospitable.
• Proactive Customer Engagement: Don't wait for customers to reach out. You'll actively engage customers through scheduled meetings, personalized outreach, and targeted campaigns to uncover opportunities, demonstrate value, and drive action.
• Product Adoption & Monetization: Help customers discover and adopt features that can make a meaningful difference in their businesses, including Direct Booking, Dynamic Pricing, Upsells, and other revenue-generating tools. You'll connect product capabilities to real business outcomes and identify opportunities to expand their investment in Hospitable.
• Customer Education & Workshops: Lead engaging 1:1 consultations, group workshops, and product demonstrations that help customers get more from Hospitable. You'll turn education into action by helping customers recognize opportunities and take the next step.
• Strategic Account Management: Work with high-value customers through Quarterly Business Reviews (QBRs) and ongoing conversations to understand their goals, identify gaps in their current setup, and develop recommendations that support their growth and expand their use of Hospitable.
• Pipeline & Performance Ownership: Build and manage your own pipeline of opportunities, maintain accurate CRM records, and consistently follow through on customer conversations. You'll be responsible for your activity, pipeline health, forecasting, and ultimately your results.
• Customer Advocacy & Collaboration: Bring customer feedback, challenges, and ideas back to our product and support teams. You'll work closely with teammates to help customers succeed while identifying new opportunities for Hospitable to deliver value.

Qualifications

• 3+ years of experience in Customer Success, Account Management, Account Executive, or a similar customer-facing role, ideally within SaaS.
• Experience carrying revenue quotas and consistently meeting or exceeding targets.
• Experience in short-term rentals, hospitality technology, property management, or revenue management is a plus, but not required.

Requirements

• Commercial Mindset: Naturally look for opportunities to grow accounts, expand product adoption, and generate revenue.
• Consultative Approach: Understand the customer by asking thoughtful questions and recommending solutions that genuinely make sense for them.
• Self-Motivation & Accountability: Thrive in an environment where you're trusted to manage your own time and results.
• Excellent Communication: Confident in leading customer conversations and delivering presentations.
• Pipeline & CRM Management: Understand how to build and manage a sales pipeline and maintain accurate records.
• Technical Curiosity: Enjoy learning software and showing customers how technology can improve their businesses.
• Problem-Solving & Adaptability: Resourceful and willing to try new approaches when something isn't working.
• Team Collaboration: Enjoy sharing ideas and working with cross-functional teams.

Benefits

• 35 days off per year, including self-serve public holidays and parental leave.
• Healthcare (including EPO, PPO, and HSA) for US employees.
• 401(k) for US employees.
• Complimentary mental health and emotional support with therapists on call through Slack.
• Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.
• Annualized performance bonus pool of 40% of your salary (no cap) based on quota attainment.
• Options into the company equity through our $HOST token (RSUs).
• Eligible for up to an additional USD $230,756.00 per year in Performance Share Units (PSUs).