Customer Success Manager

tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.

We are bold, like risks, and take on big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it: https://hsptb.com/hndbk

Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to check out one of our public Town Halls for yourself: https://hsptb.com/twnhll

Hospitable.com is a remote-only and fully distributed company. We hire based on timezones.

What you will be working on

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—working closely with our Customer Success Manager Ash whose favorite fruit is Pomelo.
• 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.

What success looks like

We believe great Customer Success Managers create value for customers and measurable growth for the company.

You'll be successful in this role when you're consistently achieving your revenue quota, building a healthy pipeline of opportunities, helping customers adopt valuable features, and turning customer conversations into meaningful business outcomes.

We give our team the autonomy to own their results. You'll have support, tools, and coaching along the way, but we expect you to take initiative, find opportunities, and be accountable for your performance.

If you love helping people, enjoy the challenge of selling, and get excited about being rewarded for the results you deliver, you'll feel right at home here.

Requirements

For this position, your location is not a requirement. The ideal fit would work under North American timezones.

Don't tick all the boxes? Talk to us about why you're still an amazing fit. The successful candidate will demonstrate how they are uniquely qualified for this role and will be someone that we cannot wait to start working with.

• Sales & Revenue Experience: 3+ years of experience in Customer Success, Account Management, Account Executive, or a similar customer-facing role, ideally within SaaS. We're particularly interested in candidates who have carried revenue quotas and consistently met or exceeded their targets.
• Commercial Mindset: You naturally look for opportunities to grow accounts, expand product adoption, and generate revenue. You're comfortable discussing pricing, presenting value, handling objections, and asking customers to make a purchase decision.
• Consultative Approach: You know that great selling starts with understanding the customer. You're curious, ask thoughtful questions, uncover business challenges, and recommend solutions that genuinely make sense for the customer.
• Self-Motivation & Accountability: You thrive in an environment where you're trusted to manage your own time and results. You're proactive, organized, comfortable with performance targets, and motivated by the opportunity to earn more through strong performance.
• Excellent Communication: You're confident leading customer conversations, delivering presentations, and communicating clearly through email, video calls, and other channels. You can make complex products easy to understand and compelling to use.
• Pipeline & CRM Management: You understand how to build and manage a sales pipeline, prioritize opportunities, follow up consistently, and maintain accurate records. You're comfortable using CRM tools and performance data to guide your daily activities.
• Technical Curiosity: You enjoy learning software, exploring new features, and showing customers how technology can improve their businesses. You don't need to be an engineer, but you should be comfortable demonstrating and explaining software.
• Problem-Solving & Adaptability: You're resourceful, comfortable working independently, and willing to try new approaches when something isn't working. You see challenges as opportunities to learn and improve.
• Team Collaboration: You enjoy sharing ideas, learning from others, and working with cross-functional teams. You're competitive with your own goals while being genuinely invested in the success of the team.

Experience in short-term rentals, hospitality technology, property management, or revenue management is a plus, but not required.

Benefits

The company itself is also a product, one that we iterate on. We're always improving and creating an environment where we all love to work.

• A supportive, radically transparent, and caring team environment, where you are trusted, not managed—and a culture that is focused on results and output.
• The compensation depends on your location, status, and level within our salary bands which will be shared during the interview process. We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation. For contractors, the total cost could range from USD$72,000.00 - USD$106,700.00. For US employees, the gross salary could range from USD$66,385.10 to USD$98,379.04.
• In addition to the above mentioned salary budget, a performance bonus (no cap) is available (paid quarterly) based on quota attainment, achieved from hitting up/cross sell targets.
• We also offer options into the company equity through our $HOST token (RSU's), with a current grant value of up to $9,700.00, to share in the long-term upside value of the company.
• Separately, this role is eligible for up to an additional USD $230,756.00 per year in Performance Share Units (PSUs). These PSUs do not vest over time and are granted only upon the achievement of clearly defined business performance targets. The size and payout of this award are directly tied to measurable outcomes and are intended to strongly align compensation with company impact.
• 35 days off per year, encouraged (including self-serve public holidays) and parental leave.
• For US employees: healthcare (including EPO, PPO and HSA), 401(k).
• Complimentary mental health and emotional support with therapists on call through Slack by Spill.
• Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.